Managed Service and Support

Supporting your Technology – Plain and Simple.

By implementing our pro-active support practises and trusted technologies, we will reduce your IT support costs and stoppages. Support services are based on individual needs and centred in pro-active support and maintenance. Our goal is for clients to reliably budget for support.

Forewarned is foretold – we proactively monitor and support networks so that risks are identified and mitigated before they lead to system downtime and work stoppages.

Our Support Services Include:

Turnkey I.T. infrastructure design, development and installation.
Monthly planned client support and upgrade visits.
Quarterly Infrastructure audits and requirements analysis with resultant proactive budget and project planning.
Hardware road map management.
Software road map management.

Daily User Queries and requests:

We endeavour to timeously respond to support queries, with procedures in place to resolve queries as quickly as possible. When an issue is logged, we will attempt to telephonically resolve the issue in the first instance and then remotely. If we are unable to resolve the issue remotely, Aston will schedule a visit by a suitably qualified technician to resolve the issue at the client’s premises. Requests for service, as well as Aston’s Helpdesk procedures are stipulated within our comprehensive service level agreement.

Logging Helpdesk Queries

Requests for support can be logged into Aston IT Solutions’ Helpdesk by calling the helpdesk number on 010 500 0911 (South Africa Only) or by emailing us at helpdesk@aston.co.za (South Africa) or helpdesk@aston.com.au. Your request for support will be allocated a ticket and a suitable technician will be scheduled to contact you and resolve your query.