Support Services

Unlimited remote support for managed physical and virtual devices is available from Smile IT’s Brisbane Support Call Centre during business hours (8am to 5pm Monday through Friday). Full helpdesk team available with response times as per SLA.

Includes support for service requests, change requests, incidents, and problems.

Unlimited remote after-hours incident response support for managed physical and virtual devices is available from Smile IT’s Brisbane Support Call Centre. After hours is defined as 5pm to 8am on weekdays (Monday through Friday), weekends, and public holidays.

Dedicated technician on-call, two technicians on standby with response times as per SLA. Support is based on direct telephone communication to an after-hours technician. Tickets logged outside hours will be supported during business hours, unless escalated telephonically.

Does not include on-site support. Please note, if a service is reliant on a third-party supplier, we cannot guarantee their availability. However, best efforts will be made to resolve any issues.

Continuous (24x7x365) monitoring of physical and cloud devices and systems. Proactive monitoring ensures that issues are detected and addressed before they significantly impact operations. Device performance and functionality is continuously monitored using the Remote Management and Monitoring (RMM) software installed on each client server, desktop, and laptop.

Automated monitoring reports on virtual environments and Microsoft Windows server:

  • Availability
  • Disk capacity and heath
  • Antivirus protection
  • Hardware and software inventory
  • Backups
  • High CPU usage
  • Memory utilisation
  • Other parameters

Access management ensures that only authorised individuals of systems can access resources within an organisation. An authorisation process is followed to obtain approval from an appropriate person prior to work being undertaken.

A fully managed security solution to provide protection for computer and servers. A complete anti-virus service which includes deployment, configuration, updates, and ongoing maintenance of the anti-virus solution.

Managed updates involve the management of software patches and updates across Microsoft Windows systems with Smile IT’s RMM agent installed. This involves the automated deployment of critical updates, regular updates, update rollups, service packs, feature packs, definition packs, drivers, and feature updates for Microsoft Windows server and desktop operating systems.

Does not include:

  • Upgrades to different editions or new versions
  • Patch compliance across the fleet of managed devices.
  • Resolution of incidents or problems as a result of service pack, patch or security updates performed by a third party.

Managed patch deployment ensures that Microsoft and third-party applications are up to date with the latest security patches and performance improvements. Automated patching and updates are deployed on a scheduled basis through Smile IT’s maintenance agent.

Does not guarantee upgrades to different editions or new versions of these applications.

Full management and support services for Microsoft Office 365.

Includes:

  • User account management.
  • Role assignment.
  • Email creation.
  • License assignment.
  • Security and distribution group management.
  • Forgotten password resets.
  • Archiving of old user accounts (email and file backups).
  • Restoration of minor files from backups.
  • Installation and connection of Microsoft Office applications.

Includes application installation and removal to managed devices and application access management (including adding and removing users), any issues in the IT operating system and infrastructure.

Applicable to applications agreed upon by Smile IT.

IT Change Management is part of the IT risk management process – it’s intended to manage changes to the IT environment, thus reducing business risk associated with dependence on continuity of IT systems and services.

An incident is an unexpected event that disrupts the normal operation of an IT service.

The aim of incident management is to restore normal operations as soon as possible while minimising the adverse impact on business operations. Once an incident is identified it is processed through the Incident Management Process.

The focus is not on finding the root cause of the incident, especially if that would delay the restoration of normal services.

Smile IT prioritises incident resolution based on the priority level defined in the Service Level Agreement (SLA)

A problem is the underlying cause of one or more incidents. The goal is to prevent future incidents, or to minimise the effect of those which can’t be prevented.

A root cause analysis is not required for each incident, only those incidents which have occurred on a repeated basis, are likely to reoccur in the future, or which have a significant business impact should they occur again.

Problems are typically identified through the analysis of multiple related incidents or through proactive investigations.

Proactive maintenance involves identifying and addressing potential issues on managed devices before they occur.

Typical activities include:

  • Installation of service packs
  • Patches
  • Security updates
  • Feature updates for operating systems – Windows, macOS, and Linux
  • Feature updates for software applications – Microsoft Office, Adobe products, web browsers etc.
  • Feature updates for firmware – BIOS, device drivers etc.
  • Hard drive clean-up where temporary files, unnecessary files, unused programs and applications are removed upon user request.

Installation of service packs, patches and security updates for hardware and software managed by Smile IT is included, while these products are within their supported lifecycle and while the product is under warranty or has an agreement in place with the product vendor for support and updates.

Repeatable processes are automated where possible, improving our capacity to resolve incidents and problems, as well as completing service requests efficiently and consistently.

Automation allows:

  • Automatic resolution of some incidents
  • Aid in the gathering of information required to resolve incidents
  • Reduce the time required for software deployments and changes to systems
  • Reduce selected manual tasks
  • Standard processes are followed when completing particular service requests.

Smile IT can create custom automation scripts to meet your unique needs.

The client-initiated configuration of new hardware devices supplied by Smile IT.

Laptop configurations are not included as part of the Proactive Monthly Maintenance support plan (out of scope of the services provided for remote business hours, after hours support, and on-site technical support). A setup fee of $300 AUD is incurred per laptop setup. The client is responsible for covering costs associated with shipping and delivery.

The client-initiated addition of hardware, software, services, or configuration.

This includes:

  • Procurement and setup of devices
  • Setup of new user accounts
  • Setup of profiles on existing workstations
  • Office 365 license assignment
  • Setup and maintenance of distribution and security groups
  • Cloud PC access administration
  • Network drive management
  • MFA setup and enforcemen
  • Resolution of any incidents or issues that arise as a result of the onboarding process.

Costs associated with the procurement, configuration and delivery of IT equipment is absorbed by the client.

The client-initiated removal or retirement of hardware, software, services or configuration which are no longer required.

Services include deactivation and archiving of user Office 365 accounts including the backup of emails and files, and application user removal. On request, we provide device reset, wipe and hardware disposal at an additional cost.

Process-driven destruction and disposal of IT equipment upon client request.

Media destruction process includes:

  • Transfer and store device data according to the client’s retention policy (if required).
  • Securely wipe device.
  • Physically damage device.
  • Device photographed for evidence.
  • Certificate of destruction is issued to the client.
  • Remove device from the asset inventory.

Regular onsite visits from a helpdesk or field technician are available

The visit duration and frequency is determined by the client’s requirements. This service can improve the employee’s engagement and experience with IT systems, as staff often have minor frustrations which they may not place a support request for, but will report to a visiting technician.

The scope of on-site work includes:

  • Review of active work tickets.
  • Physical inspection of network and server infrastructure.
  • Delivery of support tasks that require physical presence including hardware replacements and troubleshooting.
  • Identify ways to increase the benefits staff obtain from existing IT systems by observing staff workflow and identifying potential improvements.

Out of scope work includes:

  • Electrical site work
  • Civil site work
  • Quoted services projects – unless otherwise agreed
  • Laptop setups and configurations

Configure and maintain DNS records.

Includes adding, removing and editing MX, A, TXT, PTR and CNAME records.

Mobile Device Management (MDM) involves the use of software, processes, and security policies to manage and secure mobile devices including smartphones, tablets and laptops within an organisation.

Smile IT ensures that all mobile devices are configured, secure and compliant with company policies.

Identify and track key application performance metrics, as jointly agreed with application owners. Implement software and tools to capture and analyse application telemetry in real-time. Respond to alerts and resolve application performance issues.

Increase the uptime, performance and recoverability of SQL servers with specialist remote database administration services, including comprehensive SQL Server health checks, performance tuning and monitoring.

On demand creation of SharePoint sites, Teams and Channels in accordance with your management policies.

Management of user roles and permissions.

Proactive monitoring of unused sites, including periodic cleanup and archiving.

Reduce overhead and time to delivery of minor works by including a monthly allowance of hours for approved changes and small projects. Unused hours rollover to future months, providing flexibility to match business demands.