Technical Support
AddVantage Technical Support Services
Resolving Problems Quickly
In the normal course of operation problems and queries will arise. Whether it is an immediate issue that has brought production to a halt or a concern that is less pressing, you need to know that someone will be available to help you effectively resolve these issues. You need access to a knowledgeable, reliable Technical Support Service that delivers the best return on investment for you. Your employees are able to concentrate on your core business priorities while your IT partner works efficiently in areas of their expertise. Through this team effort, you maintain control and still manage costs without committing your valuable internal resources needed elsewhere.
EACS AddVantage Standard Technical Support Service
EACS Technical Support Service is manned by qualified and experienced technical staff, not call logging personnel. Their skills are further enhanced with an ongoing education and product experience schedule in the relevant areas of expertise. EACS staff retention ratios are substantially above the industry average resulting in excellent continuity of service. A significant proportion of our staff have been with the company for over 10 years. All calls are recorded in our computerised help desk system so your problems can be tracked, reported and escalated where necessary.
Hours of Service
The standard hours of service for the EACS AddVantage EACS Technical Support Service centre are:
- Monday to Friday, 8:30AM to 6:00PM
- Extended hours may be offered depending on your requirements, in which case specific arrangements will be put in place.
We offer you unlimited telephone access to this facility providing support on the following products:
Supported Infrastructures
- Windows 7, Vista, XP
- Windows Server 2000/2003/2008/2008R2
- Windows Small Business Server 2003/2008
- Microsoft System Center Suite
- Exchange Server 2000/2003/2007/2010
- SharePoint Server 2003/2007/2010
- Office Communications Server 2007 R2 & Lync Server
- ISA Server 2000/2004/2006/TMG
- VMware ESX, vSphere, Citrix XenServer, Microsoft Hyper-V
- Citrix XenApp, Terminal Services, Remote Desktop Services
- Citrix Access Gateway, Microsoft IAG/UAG
- Anti-malware—McAfee, Symantec, Sophos, Trend, Forefront
- Symantec Backup Exec, Microsoft DPM, Asigra, Veeam
- Websense, Messagelabs, Mimecast
