PTLGateway can provide a flexible and fully inclusive IT support service tailored to the individual requirements of each client. Our technical team can enhance your internal IT support function by providing platform support to your on-premise or co-located infrastructure.
A typical inclusive remote day to day infrastructure support service offering includes incident identification and resolution including hardware, infrastructure and application level support.
We can offer additional extended support hours and onsite infrastructure incident response & resolution.
This can be incorporated within the monthly fee or as a per hour or per incident option, whichever model works best for the clients preferred budget model.
We provide out of hours operating system and platform patching, mechanisms and schedules can be agreed to maintain the core infrastructure components to the recommended patch levels, these would include, Server OS patching, as well as (where applicable) switch and firewall firmware’s, etc.
Our system monitoring and alerting solution can be quickly and easily deployed to your platform and provides internal IT staff with the tools to monitor hardware, operating systems, network traffic and websites. We provide the necessary training to help tailor the alerting features to your own configuration.
User Support (Helpdesk)
PTLGateway can provide full remote user support services including application level support.
Customers have access to the PTLGateway Customer Helpdesk Portal to raise, monitor and report on support tickets. The service can be enhanced to provide the helpdesk facility to a customer’s own internal IT resources.
We offer a scheduled onsite engineering service, this can be charged on a per visit basis or included within an overall managed services agreement
Under a support services contract, we adhere to aggressive SLA’s for the contracted services. We provide for regular Service Level reviews and our Services Delivery team is contactable to discuss any issues and manage resolution to issues.