TotalCover Remote & Onsite
A breakdown of what’s included in our TotalCover fully inclusive remote and onsite user support.
Fully inclusive unlimited IT Support
includes 1st, 2nd and 3rd line user support
- Full remote & onsite assistance to all staff
- Free setup and installation of hardware supplied
- IT consultancy and advice on best practices
- Advanced follow-on troubleshooting of 1st line issues
User PC issues/changes
- Slow performance
- Not turning on
- Not booting
- Crashing / Freezing / Restarting
- Low disk space
Email & Office 365 related issues/changes
- Distribution group setup/changes
- Shared mailbox setup/changes
- Sending error (Non-delivery Email Received)
- Outlook issues
- Setup out of office replies using Outlook
- Spam/junk/phishing received
- Setup of new shared mailbox
- Setup of new mailbox for existing user
- Mobile device – remove device from quarantine
- Office 365 password reset
- Search for emails (including Office 365 e-discovery)
- Security, Changes, Advanced Issues
Shared Drives Issues/Changes
- Shared Drive – Change user permissions
- Files/Folders – Missing or moved
- Drive – Request to add/change/remove mapped drive
Other/General Issues/Changes
- Desktop/Laptop Encryption – All Issues/Setup/Changes
Network & Internet related issues/changes
- No network connection (Single Desktop/Laptop)
- All wired networking issues
- Hardware Firewall – All Issues & Changes
- All wireless networking issues
- Internet – Web pages loading slowly or not at all
- Internet – All Issues
- Internet – Slow (Single User)
Printing & Scanning related issues/changes
- Scanning – All Scan2Email/Scan2 Folder issues
- Printing – All Issues/Changes (Single User)
Staff Changes Issues/Changes
- Staff change – User joining – Office 365, AD, VoIP, PC setup
- Staff change – user move to another PC
- Login/Credentials – Password reset/issues/request
- Staff change – User leaving
- Staff change – setup on additional PC
Software Issues/Changes
- Software – Install on all PC/Mac
- Software – All Issues/Installation/Changes
Server & Storage related issues/changes
- Network Attached Storage (NAS) – Standard Issues/Changes
- Remote Desktop Server – Slow (One User)
- Server Backup – Standard Issues/Changes
Cyber Security
- IT Consultancy / Advice on best practices
- Management of Antivirus on PCs and Servers including problem resolution (requires valid AV subscription)
- Management of firewall security
- Following processes and best practice for user management – passwords, MFA, starter/leaver process
- Checking of phishing emails and responding to any issues/risks
- Management of Microsoft 365 setup and security