SUPPORT & MAINTENANCE
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tycom has a first class reputation for delivering quality IT Support services with a culture based around customer care. From small organizations to multi-national corporations tycom provide high quality systems management and support. Our aim is to provide a consistent high level of service and we achieve this by constantly reviewing and improving our working methodology. tycom specialise in all essential IT support functions including:
tycom's support contracts are underpinned by flexible and tailored SLA's reflecting business requirements. tycom support clients have the facility to view the status of the calls logged via our web site, via email or via the telephone, supporting good lines of communication between both parties.
TEN REASONS TO CHOOSE TYCOM FOR IT SUPPORT 1. With over 250 customers, tycom has an excellent track record of delivering high quality service. 2. tycom is a well established and stable organisation 3. We provide clear Service Level Agreements so you know what to expect 4. We have service locations across Scotland 5. We can free up resources by looking after your general day to day IT support housekeeping activities 6. tycom's culture is to take ownership of problems and provide our clients with one point of contact for all their support issues. 7. tycom's remote monitoring service is a unique service that identifies problems before they impact on your business. Daily, weekly and monthly reports are provided as part of the service. 8. tycom provide comprehensive IT support services with no hidden costs 9. tycom supply and support proven best of breed products with Certification including HP, Dell, Microsoft (Gold), VMWare, CITRIX, and CommVault. 10. tycom provide complementary and cost effective IT infrastructure Solutions
tycom specialise in all essential IT support functions including: tycom's call logging service provides an efficient method of tracking incidents and follows ITIL (IT Infrastructure Library) "best practice" guidelines. Once an incident is logged the incident will be addressed as quickly as possible. Our support analysts will regularly use remote access to identify and resolve a problems without the need to visit site. For all incidents reported, the client will be kept informed of the progress being made on a regular basis. The client will also have the facility to view the status of the call from our web site, supporting good lines of communication between both parties.
tycom's culture is to take ownership of networking related support problems, providing the customer with one point of contact for network, server and desktop related problems. Server support is fully comprehensive encompassing hardware, OS software, remote monitoring, anti-virus, security patch updates and backup checks.
As well as addressing hardware and software related server problems, tycom also utilise state of the art software to remotely monitor the client server environment. tycom will set up the software to receive alerts on: failed windows services, low disk space, failed RAID drives, unresponsive TCP ports and failed PING checks. tycom will be alerted via email (or SMS) and, in communication with the customer take proactive measures to resolve the problem, in many instances, before it adversely impacts client business operations.
Remote monitoring encompasses the monitoring and notification of daily back-ups. tycom will investigate any instances where the back-up has not been successfully completed.
tycom place empathsis on ensure all systems change is managed via an ITIL based Change Management process.
Proactive visits to check the health of systems under support can be incorporated into the support agreement. These visits typically encompass patch management, anti-virus updates and problem management.
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More InformationRead Case Studies from clients who have used our services. Want to know more? Request a callback from your local tycom office. 
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