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Network Support is part of the Operations and Administration Support service offering from the Technology Solutions Group (TSG) of Digital Controls. Network Support provides our
customers with the assistance (and peace of mind) they need to manage their increasingly complex network environment (network hardware and
cabling, data circuits etc. and how they all work together with the NOS.) If you are like most of our customers, you are being challenged to provide more network applications,
more data, more, more, more every day. You know that for your organization to remain competitive, new IT solutions and infrastructure improvements need to be implemented quickly, reliably and be well supported.
How do you support your network environment when faced with new technologies (hardware and O/S), less staff, and having to rely on multiple vendors for support?
The answer is Network Support from the Technology Solutions Group of Digital Controls!
What is Network Support?
Network Support is the first line of support for our customers and the network
environment portion of their IT infrastructure. We have a broad knowledge base of the equipment and Network Operating Systems (NOS), cabling, and data circuits in your
network. This knowledge has been built up over our 30+ years in the Information Technology industry. In many cases, we helped to design the network environments
we support and often implemented them as well. With Network Support, TSG makes sure that hardware and software (even from multiple vendors) work, and most
importantly, work together in the network. We are your advocate with the network equipment and software vendors and even the phone company. When a problem arises,
we work with them on your behalf to resolve the problem.
Our Network Support customers tell us that they are very happy because they do not
have to diagnose network environment problems on their own anymore. The time to repair or recover from problems is much shorter now. IT training costs are down
because they do not need such a wide range of technical skills and knowledge "in house" any more. TSG has become an extension of their IT staff. Network Support
customers find that their productivity is better
they are not chasing problems alone anymore! With TSG as the customer's advocate, vendor finger pointing is virtually eliminated!
Technology Solutions Group Network Support Includes1:
- Network problem troubleshooting assistance and faulty component identification
- Interfacing with vendors on the customer's behalf
- Wiring, cabling and data circuit problem identification
- Client or network hardware component configuration
- Network changes, additions, and deletions and network addressing assistance
- Review of network performance issues
- Aid in obtaining no charge patches and upgrades
- Priority scheduling for On-Site support2
1.Provided via a 1-800 phone call to the Technology Solutions Group of Digital Controls from 8 AM to 5
PM in the customer's time zone. Network Support is an additional service over and above hardware and software "break/fix" maintenance/support and Operations and Administration Support for
Operating Systems.
2.Additional charges apply.
Enhanced Network Support
For those customers with more complex needs, TSG also offers an Enhanced Network Support
solution. Enhanced Network Support includes all of the features of Network Support and more! Our customer will receive details and performance data
that will allow them to assess their network environment's health and robustness, on a regular basis. With this data, they are better informed and able to make good strategic
decisions about their network's capabilities. Through the use of Health Checks, performed by TSG Customer Support Professionals (CSP), our customers know how
their network is performing and are able to identify trouble spots before their business is impacted. Our customers know if their network is healthy and ready for that next
application or more users. These Health Checks provide hard data about network performance that provides assistance with resource planning and budgeting. No more
estimating or guessing about whether your network environment can support the new application that upper management wants to deploy. Enhanced Network Support,
(through the use of analysis and Health Checks) also allows TSG to provide high-level recommendations concerning our customer's network.1
1.Network architecture design and consulting services, if required, are available from TSG at
additional cost.
What is Enhanced Network Support?
Technology Solutions Group Enhanced Network Support Includes1:
- All of the services in standard Network Support
- Remote access diagnostics (when needed)
- Proactive Health Checks and network analysis-Performed twice a year by TSG Customer Support Professionals
- Health Check that includes:
- Health Check Report Card
- Traffic checks
- Traffic bottleneck analysis
- Version level analysis
- Network environment change recommendations
- New Server integration assistance via phone
- Pre-sale review regarding the design of new network additions (i.e. connecting to
a new location or network) or new network applications (i.e. Microsoft Exchange implementation or providing users with Internet access)
Prior to signing a customer up for Enhanced Network Support, TSG must perform an on-site Network Environment Assessment. This service is priced based on the size of the customer's network environment and will be listed on the Enhanced Network
Support proposal provided by TSG.
Customer Success Requirements. In order for any service that the Technology
Solutions Group of Digital Controls provides to be successful for the customer, there are requirements made of the customer. TSG calls these Customer Success
Requirements. Another way to describe Customer Success Requirements is "What does the customer need to have at their disposal in order for the service partnership with TSG to be successful?"
The following is the list of Customer Success Requirements for the Network Support program:
- A single contact person at the customer site to interact with TSG
- A customer contact person with basic knowledge of the following:
- Networks
- The customer's network configuration including equipment and NOS in use
- All company locations along with their needs
- Customer's network addressing scheme
- The types of cabling and data circuits in use
- A basic network environment diagram
- Dial up or Internet access to the customer's network for remote diagnostics. (Enhanced Network Support only)
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