Software Licensing - Professional Services - Risk & Compliance  -  Government Security  -  One Stop Security Solutions 

Products become more complex and sophisticated. We offer a variety of consultancy services, for training, installation, management & technical support. Our technical services cover all of the major vendor's products including Risk management, Risk compliance solutions, anti virus products, Intrusion prevention, encryption and data protection. Here is sample of our support services available to you.

Bespoke support contracts are offered with many customers to meet their specific requirements. Please express your requirements with your account manager.

Main Frame Caretower Support Services Description

Telephone Support Contracts

Premium Telephone Support

• 4 yearly on-site visit, to health check specific product set and report on product status.
• Priority call handling telephone support Monday to Friday 9am - 6pm with access to an engineer's mobile number for emergency 24/7 support.

• 2 yearly on-site visit, to health check specific product set and report on product status.
• Priority call handling telephone support Monday to Friday 9am to 6pm.

• 1 yearly on-site visit, to health check specific product set and report on product status.
• Priority call handling telephone support Monday to Friday 9am to 6pm.

Remote Support Contracts

Premium Remote Support

• Remote access 1 hour every 2nd week to view, update and make necessary changes, as authorised, on your software application server or appliance. Secure VPN client to be made available to Caretower by you.
• 4 extra hours, free of charge, to be used for remote access for support calls
• 4 quarterly on-site visits, to health check product set and report on each quarter's remote sessions, including report.
• 1 day on-site training for this product for up to 6 people in a class.

• Remote access 1 hour every month to view, update and make necessary changes, as authorised, on your software application server or appliance. Secure VPN client to be made available to Caretower by you.
• 2 extra hours, free of charge, to be used for remote access for support calls.
• 2 yearly on-site visits, to health check product set and report on each quarter's remote sessions, including report.

• Remote access 1 hour every 2nd month to view, update and make necessary changes, as authorised, on your software application server or appliance. Secure VPN client to be made available to Caretower by you.
• 2 extra hours, free of charge, to be used for remote access for support calls.
• 1 yearly on-site visit, to health check product set and report on each quarter's remote sessions, including report.

On-site Support Contracts

Premium On-Site Support

• 1 day every week for a year, to health check and manage software application server or appliance. The customer should still manage their product. In this every quarter we will issue a report on the status and advise customers on what is needed.
• 12 hours of remote access, to be used for remote access support calls.
• 1 day on-site training for this product for up to 4 people in a class.

• 1 day every second week for a year, to health check and manage software application server or appliance. The customer should still manage their product. In this every quarter we will issue a report on the status and advise customers on what is needed.
• 8 hours of remote access, to be used for remote access support calls.
• 1 day on-site training for this product for up to 4 people in a class.

• 1 day every month for a year, to health check and manage software application server or appliance. The customer should still manage their product. In this every quarter we will issue a report on the status and advise customers on what is needed.
• 5 hours of Remote access, to be used for remote support calls
• 1 day on-site training for this product for up to 4 people in a class.

All contracts have assigned service level agreements. For more information please ask you Caretower account manager.