Services

Overview

faIT UK are a Microsoft Gold Certified Partner specializing in network infrastructure solutions and Information Worker Solutions, and are also Microsoft Certified SMB specialists which means that we have to prove our competencies in local and wide area network installations. Gold Partner Certification is the highest accreditation that Microsoft provides and proves our credentials in Infrastructure Solutions. Our own personnel have MSCE qualifications, along with many years practical experience in implementing network infrastructures, and where required, we partner with specialist service providers to deliver solutions where specialist in house skills are not available, or additional resource is required.

Our customer base ranges from small 5 user local area networks through to multi site, several hundred user installations, including clients with European operations installed and supported from the UK.

In 2007, faIT UK undertook an independent customer satisfaction survey conducted by Microsoft (and this could be answered anonymously!) and our score came back at an amazing 96.4% very satisfied. This puts faIT in the top 5% of support companies in the UK that have undertaken the same customer satisfaction survey.

Network Health Check

faIT UK offer a network health check for your Windows based network which provides a detailed analysis and audit of your installed systems and a comprehensive report on the health of your network. The report includes full documentation outlining current hardware and software configuration, problems found, Visio diagram of network configuration and recommendations. Please contact our sales department for a quotation for your specific requirements, and finally put to bed those ongoing network issues that are so time consuming and frustrating to deal with.

Professional Services

faIT UK offer a competitive daily rate for professional services which can include simple installation work such as the roll out of some new PC’s through to complicated active directory and wide area network design and installation. Professional Services can be purchased on a daily rate and billed as used, or can be purchased on a fixed price project basis. Please contact our sales department to discuss your specific requirements.

Service Level Agreement

faIT UK offer a comprehensive support, maintenance and training facility for our customer base. This program is incident based, where a customer will purchase a faIT UK Service Level Agreement with a defined number of incidents, over a defined period of time. The service level agreement is completely flexible and is specifically designed to offer value for money.

The customer can call off incidents for traditional support usage (such as network failures) and for other services such as installation, preventative maintenance, performance tuning, training etc. The benefit of purchasing services in this manner is that the SLA offers a guaranteed maximum response time of 4 hours, and should the customer have a pain free year in terms of support, your investment in the SLA is not wasted.

The incidents are also flexible in that remote incidents can be traded for on site incidents (or vice versa) on a 3-1 basis (i.e. one on site incident is equal to three remote incidents). Please note that an incident is deemed as one day professional service for on site work, and one on site visit is equal to three remote incidents. As most customers will have a permanent internet connection with VPN facilities, most support incidents will be dealt with remotely via a secure Internet connection.

SLA usage reports are provided quarterly to ensure the customer is kept informed of their SLA usage. Please note this service is not designed for hardware maintenance and repair, which would normally be covered via manufacturer warranty, or a specific hardware maintenance contract.

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