How our Support offering works…

1 Choose Your Support Program

Each is composed of a selection of world-class services.

2 Contact Us To Tailor Your Support Level

This enables you to control the price of your agreement by limiting support coverage to specifically where it is required.
Tel: 0845 606 3004

3 Enjoy Peace Of Mind

Grab a cup of coffee, relax.

Get Supported now

Step 1 - Choose your support program

Each program is composed of a selection of world-class services.
The ITIL framework provides the backbone of our operations. Our processes follow the five phases of the ITIL Service Lifecycle. We strive to maintain all our business practices compliant with BS: EN: ISO9001:2008 for our business processes, and BS: ISO/IEC 20000-1:2011 for our service desk operation.

Support

Service Desk

Incident Management

Request Fulfilment

Audit and Document

Vitalsigns

Service Desk

Incident Management

Request Fulfilment

Audit and Document

Events Management (monitoring and reporting)

Capacity Reporting

Availability Reporting

Managed

Service Desk

Incident Management

Request Fulfilment

Audit and Document

Events Management (monitoring and reporting)

Capacity Reporting

Availability Reporting

Problem Management (reactive)

Change Management

Release Management

Key Features	Get Supported	Get Supported	Get Supported
Response Time: 1 Hour for Priority Issues
Number of Incidents: Unlimited
Access to RHCE/LPI-C2 Engineers
Technical Account Manager
Back-up & Disaster Recovery
Authorised Contacts	2 - 4	2 - 4	4 - 6
Onsite Assistance
System Enhancement
Software Compliance Management*
Release Management*
Systems Administration
Systems Design & Evolution
Dedicated or Co-located Servers

Additional
Services

Audit

Availability Management

Capacity Management

Consultancy

IT Service Continuity Management (DR)

Operations Management (Backup, Restore, Job Scheduling, etc...)

Problem Management (proactive)

*Subject to requirements analysis

All our programs provide support for: installation, usage, configuration, diagnosis, bug fixes, modified RPM's, custom kernels and hardware faults & dependencies. Also engineer access by phone, remote access, through our customer support portal, and knowledgebase.

Step 2 - Contact us to tailor your support program level

One of the smartest things about LinuxIT Support, is that after choosing a program, you get to customise further with a choice of levels. This enables you to control the price of your agreement by limiting coverage to specifically where it is required.