Support Services

Covisia's Support Services provides a complete solution for managing an existing network and for embarking on new IT initiatives. Covisia has the infrastructure, tools and experience to establish a partnership providing support of day to day network activities as well as complete strategic technical assistance.

Covisia Solutions support services provide a structured approach to augmenting or fully managing and supporting the IT environments of today’s leading organizations, freeing both technical and non-technical personnel to concentrate on the company’s core business competencies.

IT Assessment and Initial Discovery

Covisia conducts an IT Assessment and initial discovery to assess and review the existing server and network environment, which include the following tasks:

• Server and Workstation Assessment
• Citrix Environment Assessment (if applicable)
• Network Assessment
• Pertinent information in regards to ISP, 3rd party applications and vendors
• Reports all findings in a thorough and concise format
• Identifies advantages, disadvantages and the state of the infrastructure design
• Identifies areas of concentration
• Identifies where changes can resolve issues
• Identifies industry trends and products that can enable and support the desired changes
• Deliverables:
  • Assessment Document
  • Current State / Desired State Summary

Infrastructure Support: Servers

Covisia provides professional management of Cisco Unified Communications environments.

• Covisia supports Microsoft and Citrix environments; including system monitoring, processing alerts and outages per support best practices.
• 7x24 technical phone, remote access support and administration of the server and operating system from level 1, level 2 and level 3 engineers. If problem cannot be resolved remotely, an engineer will be dispatched onsite
• Windows Patch Management of hot fixes only
• Application of Windows Service Pack updates and any additional non-critical updates
• Remote troubleshooting of servers and infrastructure devices
• Multi-Vendor coordination to jointly troubleshoot issues
• Support requests (phone or email)

Infrastructure Support - Network Devices & Cisco Unified Communications

Covisia provides professional management and administration of Microsoft PC workstation environments running Microsoft supported Operating Systems (XP or greater).

• 9x5 / 24x7 technical phone, remote access support and administration of the server and operating system from level 1, level 2 and level 3 engineers
• Quarterly reports showing issues, resolutions, recommendations and trends
• Monitor routers, switches, firewalls and servers and circuits
• Windows Operating System Patch Management and Service Pack Installation (as applicable)
• Remote troubleshooting of servers and infrastructure devices
• Adds, Moves and Changes for phone users
• Multi-Vendor coordination to jointly troubleshoot issues
• Software support and upgrades for the selected equipment.

PC/Workstations Support

Covisia provides professional management and administration of Microsoft PC workstation environments running Microsoft supported Operating Systems (XP or greater).

• 9x5 technical phone and remote access operational support of Microsoft PC Workstations
• Anti-Virus/Anti Spyware monitoring and management
• Customer is responsible to purchase license renewals separately from this agreement
• Patch management including auto updates of Microsoft vulnerability patches
• Temporary File/Internet Debris Removal
• PC Imaging for replacement PC Workstations and Laptops
• Remote maintenance of PC workstations
• Optional onsite PC Workstation Support can be added at an additional price
• Remote and Onsite Maintenance of PC workstations

Proactive, Remote System Monitoring

Continuous monitoring of Servers, PC Workstations and Network Devices.

• 9x5/24x7 notification of Server and Network Infrastructure alerts
• Preventive Alerts and Notification for Windows-based resources, including, but not limited to:
  • Hardware Thresholds and Availability (memory, disk, CPU, RAID, UPS, etc.)
  • Microsoft Windows 2000 and above
  • Active Directory
  • Microsoft Exchange 2000 and above
  • Microsoft SQL Server 2000 and above
  • Antivirus
  • Device monitoring includes installation of Covisia Solutions’ monitoring software agents

Service Desk

Covisia processes in-coming support requests through our Service Desk and provide first-class help desk support to respond and resolve support calls in accordance with standards, providing accurate and creative solutions to user problems.

• Most popular applications supported (i.e. Word, Excel, Outlook, etc.)
• Performance targets:
  • Average Speed of Answer (ASA): 80% <= 30 seconds
  • Percent of Support Requests Logged: 100%
  • Percentage of First Contact Resolution (FCR): >= 70%

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