At Caretower we are continually searching for ways to offer a more proactive technical support service. Through consultation with our customers, we have put together what we believe to be a comprehensive portfolio of solution options to suit all organisations, regardless of size or complexity. We offer three different types of annual support and service contracts with varying Service Level Agreements (SLAs) and a 24/7 helpdesk. All support contracts include monthly or quarterly meetings and reviews at the customer’s site.
- On-site Managed Support Contracts
- Remote Managed Support Contracts
- Telephone Support Contracts
On-site Managed Support Contracts
With our Onsite Managed Support Contract, our fully qualified and CISSP accredited engineers go onsite to manage specific products on your premises.
With full customer permission, our engineers will go on-site and carry out regular maintenance of products, covering; management, status, updates, upgrades, design, implementation, deployment procedures, knowledge transfer and health checks. This support contract includes access to our 24/7 helpdesk.
Remote Managed Support Contracts
Our Remote Managed Support Contract is designed to help you with regular maintenance of managing your specific product portfolio. Via remote access, our engineers will carry out regular maintenance of products, covering; management, status, updates, upgrades, design, implementation, deployment procedures, knowledge transfer and health checks. This support contract includes 24/7 helpdesk.
Telephone Support Contracts
Our Technical Support Contract consists of off-site phone and email based support and covers product issues, updates, status and fixes. This is available in 3 levels; Platinum, Gold and Silver. This support contract includes 24/7 helpdesk.
We put a strong emphasis on consultancy and training to ensure effectiveness of the selected solution. The same team of experienced staff that support you at point of sale, continue as your customer support team, upon purchase. This approach ensures that the sound understanding of your business objectives, requirements and processes is carried forward and applied throughout the support relationship. As such, we are in a position to resolve a range of support queries from basic user knowledge, to solving business based analysis problems and simple technical support.
Our management systems and processes are to ISO 9001, 14001 and 27001 standards development. Other certified areas are CISSP. Our people undergo continuous training and review, to ensure that you receive the best service possible. All of our support team are certified in the products supported, with vast experience and expertise in numerous network sizes and variation; our support team has a combined experience of over 50 years dealing with various types of networks.
We are able to scope, implement and maintain formal security management systems based upon ISO27001/BSS25999 and in accordance with PCI-DSS, GCSx, HMG SPF v2.0 compliance standards and the Data Protection Act. We also have experience in other compliance standards, such as SOX & HIPPA.