IT and Computer Support Services

Nexus Open Systems provide support services through Retained Technical Service (RTS) or telephone helpdesk and remote support to over 1000 customers throughout the UK.

Retained Technical Service (RTS) provides easy access to all of the skills and services supplied by Nexus, creating a smart outsourcing and facilities management solution. Time is purchased by the day or at volume discount. You can choose either pre-planned technical support or elect for four- or eight-hour timed response for your more critical technical support.

Rates are available for ad-hoc technical services and fixed price installations but to receive our account management service and undivided attention, one of the following support options are required:

IT Support Options

• Retained Technical Services

  Nexus customers can purchase onsite technical support time in advance, with varying levels of timed response. Time is banked within the Nexus customer helpdesk system. The minimum unit of purchase is one day (8 hours). The customer may then book or request a Nexus technical support engineer to attend site. Retained Technical Services (RTS) provides easy access to all of the skills and services supplied by Nexus Open Systems.

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• Telephone Support

  One-year Unlimited Technical Helpdesk agreements are paid quarterly in advance. The service provides unlimited access to the Nexus technical helpdesk. The customer may then place a technical support call for any suitable technical fault or issue for Nexus to manage and resolve. Nexus will log the call in our helpdesk system and a call reference will be passed to the customer. Nexus will then attempt to resolve the enquiry or fault over the telephone or by other remote means. Other more urgent faults or faults that require attendance onsite may be resolved by other Nexus support contracts such as 8-hour response RTS (see above).

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• Hardware Maintenance

  Nexus supply on-site hardware maintenance services for virtually any IT equipment. An audit of equipment is created, noting the brand, part code and location. Nexus quote an annual charge to maintain and support the equipment onsite, responding within the time specified in the maintenance schedule. Nexus will attend site to fix the hardware fault or arrange repair, even providing replacement equipment (subject to availability) in the event of a protracted breakdown.

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• Network Monitoring

  NETmon is a network monitoring service from Nexus. It is available as a standalone service or can be supplied as part of a telephone support contract. A dedicated rack- or tower-based server supplied by Nexus manages the NETmon service. This hosts specialist network monitoring and alerting software capable of monitoring millions of devices, services and logs, 24 hours a day, seven days a week. The server sends out active alerts by e-mail or SMS message to specified groups and individuals, informing you of the specific error or fault that the system was programmed to monitor.

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To find out more about our technical support and maintenance options please contact sales@nexusos.co.uk or call 01392 205095 to discuss your specific requirements.