NCT Services
TECHNICAL CAPABILITY NCT maintains a Team of Engineers which provides an excellent cross-section of skills and experience. These skills are across VMware and XenServer Virtualisation environments, Terminal Server and Citrix XenApp and XenDesktop, Microsoft Exchange, Active Directory and advanced Storage systems. Standard desktop services are also provided. Engineers maintain Certifications in Microsoft, Citrix, IBM and HP systems and a number of disciplines others maintain high skill levels through self paced training and peer mentoring as well as being active in the internet forums. NCT, through the skills of internal Engineering Team members or via external specialist Contractors, prides itself on being able to maintain end-to-end Business IT Solutions. SERVICES NCT offers Planning, Design, Implementation and on-going support of I.T. Infrastructure so that users have a stable platform on which to base their Office Automation and specialised applications to ensure a successful business. Basic desktop services, communications (LAN and WAN) and printer support are included in our suite of services. LEVEL OF SUPPORT Support is offered from the most basic level 1 telephone support through to high level consultancy from level 3 Engineers or Third Party Consultants. If required, Engineers may be based at the site on a permanent or part time basis to ensure the needs of the users and the business as a whole are met. Depending on the requirements of the client, Support may be available on a standard 8:30 to 5:00 Monday to Friday basis or on a 24x7 call-out basis if deemed necessary. PROCESSES FOR SERVICE DELIVERY IT Systems will be monitored by way of system alerts and Scheduled on-site maintenance. Other faults or issues identified by key stakeholders, users or primary contacts may be reported via e-mail, direct access to the NCT Help Desk system or via telephone. All calls and faults are logged and monitored until resolved. A primary Engineer will be assigned to the site and it is the responsibility of that Engineer to ensure all documentation is maintained to such a level that any Engineer can resolve issues that arise. The Primary Engineer will also be assigned a secondary Engineer as a backup if unavailable or if implementation or fault diagnosis requires more than a single resource. SERVICE MANAGEMENT AND MONITORING All completed tasks, as well as tasks in progress for protracted periods, will be monitored and assessed in weekly Engineering meetings designed to identify potential serious issues that may affect the overall health of the system(s). If and when a pattern is identified, strategies will be implemented to ensure the stability and 100% functionality of the system is maintained. LEVEL OF SERVICE The levels of service offered by NCT cover the entire spectrum and may be tailored to suit the specific needs of any client. From the most basic of telephone support to resolve simple tasks, to onsite diagnosis of critical servers and services, the goal is to ensure system stability through pro-active means. Should a fault occur, response is typically from immediate to 2 hours from the time of fault log; however a 4 hour response time is quoted as standard. SECURITY All client information, data, goals, strategies and issues are maintained as “Commercial-in-Confidence” and NCT strictly prohibits the use of any client information except where required to maintain the client systems. BUSINESS CONTINUITY PLAN NCT strive to offer clients a high level of business continuity through maximizing redundancy and backup procedures within the IT budget of the client. Using RAID and Imaging technology clients can suffer hardware failure and continue operation and in the event of complete system failure face a minimum downtime to restore system functionality. Regular system maintenance to monitor system performance and backup to alert us to future issues, placing systems and procedures in place to ensure full and complete system backup, regular testing of the quality and reliability of the backup.
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Telephone: +61 - 7 - 31 777 646
Network Consultants & Technology Pty Ltd