TotalCover Fully Inclusive Remote & Onsite User Support - What's included?
| Fully Inclusive UNLIMITED IT Support |
| Assistance to all staff 1st Line – FULL remote & onsite cover |
| Free Setup and Install of Hardware Supplied |
| IT Consultancy / Advice on best practices |
| Advanced follow-on troubleshooting of 1st line issues |
| User PC Issues/Changes |
| PC – Desktop/Laptop – Slow performance |
| PC – Desktop/Laptop – not turning on |
| PC – Not booting |
| PC – Crashing / Freezing / Restarting |
| PC – Desktop/Laptop – low disk space |
| Email & Office 365 related issues/changes |
| Email – Distribution group setup/changes |
| Email – Shared mailbox setup/changes |
| Email – Sending error (Non-delivery Email Received) |
| Email – Outlook issues |
| Email – Setup out of office replies using Outlook |
| Email – Spam/junk/phishing received |
| Email – Setup of new shared mailbox |
| Email – Setup of new mailbox for existing user |
| Email Issue – Mobile device – remove device from quarantine |
| Email/Office 365 – Office 365 password reset |
| Email – Search for emails (including Office 365 e-discovery) |
| Office 365 – Security, Changes, Advanced Issues |
| Network & Internet related issues/changes |
| Network – No connection (Single Desktop/Laptop) |
| Networking – All Issues – Wired |
| Hardware Firewall – All Issues & Changes |
| Networking – All Issues – Wireless |
| 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 |
| 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 |
| CyberSecurity |
| 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 |