Remote IT Services

Step by step

Installation

For all new customers, interested in subscribing to our services,  the One4Support partner  provides One4Support with a Fact Finder Sheet, and requests One4Support to conduct a health check scan on the server / systems customer wishes to be supported.  

This requires the installation of the One4Supportsoftware agent on those systems.   One4Support installs the agent only when the One4Support  partner is present on-site.

The One4Support  partner connects to the secured section of the  One4Support internet site,  from where the agent can easily be downloaded to be installed on the designated systems.

Upon installation of the agent, One4Support has remote access to those systems, and the Health Check will be configured and the scan started.   The time required to perform a Health Check scan depends largely on system performance and number of systems in the network. One4Support recommends to scan systems during one week.  A built-in wizard generates scripts to automatically deploy patches and applications.

The Health Check scan provides One4Support with a perfect overview of the actual condition and health of the network and its computer systems.  Based on the scan details, One4Support  can compile a comprehensive and detailed Health Check Report, including recommendations to improve performance and security. 

To allow One4Support to provide the highest level of remote support service, we insist that customer server / systems and network configurations comply with minimum levels of hardware, software, and configuration requirements as outlined in the applicable Service Level Agreement (SLA) .   

Upon signature of the RITM orderform, One4Support immediately starts the support and service on the contracted systems.

Helpdesk & Trouble Ticketing

With the icon for the installed agent, found in the system tray next to the clock, users immediately have access to our web-based ticketing system. Users do not need IT knowledge to enter a trouble ticket.  With a click of the mouse button, they can create a ticket and report a problem, ask a question, and send it to our Support Team. 

As soon as the ticket is received, it is placed in a database on the One4Support server, and is assigned to one of our IT Specialists for response and resolution. A policy based notification system alerts user, as well as his One4Support Partner to new and/or modified tickets.  One4Support partners also have the possibility to modify and respond to ticket messages entered by users and / or One4Support Specialists.

An in-depth analysis of designated systems or networks producing a comprehensive overview of all hardware and software, as well as history and status of software patches, backups, software licenses. Executes a series of tests and monitors a number of system logs. The scan is not intrusive to the system(s) it monitors and ideally should run for 5 – 12 workdays. A document that is completed by the partner/reseller together with a representative of the (prospective) client. All relevant company information is registered as well as providing a preliminary overview of the IT environment; it also offers an opportunity to indicate intentions as to future IT strategy and/or to specify a hard/software wishlist. It is a non-binding document which, if the company decides not to continue with a trial or contract, will be destroyed by One4Support. This is the preferred way to request assistance from the One4Support technical support group. Each Server/PC/Notebook covered by the Remote Management agreement will have a little program installed (see: Software Agent) which acts as a system-monitor as well as a ticket mechanism. All the user needs to do is to click the icon and type a description of the problem. The ticket is instantly dispatched to the support group where it will be assigned to one of the technicians to resolve the problem. The partner/reseller also receives a copy of the ticket. In order to perform a health check, a program is installed which is able to register and report all vital information on the hard and software environment. After the scan has been completed and a health check report produced the agent remains in place to facilitate communications between the user and the technical support department. Agents are installed remotely by downloading from one of the One4Support servers; the partner must be on-site for the initial installation of agents.
Ireland