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IT Support and Maintenance Services Level 2
This type of subscription covers maintenance and technical support activities for all server equipment, router, managed switch, firewall, storage equipment, LTO drives. Technical support and maintenance can be carried out by phone, remote, via e-mail and on-site.
Convex Network will provide technical support providing information and assistance regarding:
- Monitoring, verification and functional integrity activities on HW systems such as server, router, firewall, storage equipment;
- Proactive activities to prevent and remedy technical malfunctions; through preventive maintenance activities follows security logs and protects infrastructure from external risks (viruses and other potential risks);
- Validation activities and application of security patches for types of roles and contracted equipment;
- Administration activities on network authentication and authorization service (Ex: MS Active Directory, as well as for IT&C infrastructure services related to DNS, DHCP, WINS type, etc.);
- Administration activities for firewall service (Ex: Fortinet, TMG, ISA, etc.)
- Administration activities for backup and restore service;
- Email service administration activities (FortiMail, MS Exchange on prem or cloud, etc.);
- Provides technical support level 2 and 3 for tickets escalated by the first support level, level 1 HelpDesk, as well as level 3 support through relationship management activities with the manufacturers of contracted equipment for advanced diagnostics and troubleshooting);
- Management activities for network equipment such as routers, access points, managed switches;
- Management activities for the automated deployment service through images of operating systems;
- Virtual infrastructure management activities (Hyper-V; Vmware, etc);
- In case of incidents requiring higher qualifications, there are possibilities to escalate to level 3 offered by the manufacturer of equipment, software or technical solutions.