Support & Maintenance
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Nexus Open Systems provide support services through Retained Technical Service (RTS) or Telephone Helpdesk and Remote Support to customers throughout the UK and Europe.
Retained Technical Service (RTS) provides easy access to all of the skills and services supplied by Nexus, creating a cost effective outsourcing and facilities management solution. Time is purchased by the day or at volume discount for either Pre-Planned or 4 and 8-Hour timed response 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:
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Technical Support Options
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Retained Technical Services
Nexus customers can purchase onsite technical support time in advance, with varying levels of timed response including 4 hour, 8 hour, and Pre-Scheduled. 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 Service (RTS) provides easy access to all of the skills and services supplied by Nexus Open Systems and Nexus Open Software.
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Telephone Support
1 year Unlimited Technical Helpdesk agreements provide 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 ICT 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. The 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.