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Utilizing our professionally trained and certified staff along with our automated customer help system, TCA Associates can proactively maintain and monitor your computing environment.  This includes servers and workstations, as well as, assistance with day-to-day questions and networking issues. Our state of the art facility allows us to leverage the philosophy of providing a contract-based program which enables us to provide our clients better service at a more affordable price. This allows TCA Associates to be more proactive regarding preventative system maintenance.  Our experience has taught us that such maintenance is essential in limiting the number of problems that arise for our clients.  Typically, 50 percent to 80 percent of an IT budget relates to IT operations, and a large portion of that is support and maintenance.  TCA’s Support Program provides a reduction in IT expenditures and system downtime.  Finally, by moving to a support program, our clients are able to budget their IT costs more accurately.  Our support programs are as follows:

 


SILVER SUPPORT


 

1.  On a monthly basis, a TCA Associates engineer will either access your server remotely or come on site to monitor and log the following items.  These items will be compiled in report that will be both e-mailed to you and maintained in your permanent file:

  • Monitor overall server performance, ensure all server service packs are current and hot-fixes applied as appropriated by Microsoft, Monitor Server hard drive space (available/used).  If any serious errors appear we will proactively fix is we can, if not we will deliver a time/cost estimate to correct the problem.

  • Ensure that the server’s application, security and event logs are free of any serious errors.  If any serious errors appear, we will deliver a time/cost estimate to correct the problem

  • Ensure network backup logs are accurate, and successful.  If any serious errors appear, we will deliver a time/cost estimate to correct the problem.

2.  Monitor workstations for necessary security updates, hot-fixes, and virus updates on a daily basis and push all updated remotely to ensure all workstations are leveraging the latest and most secure environment.

3.  Check virus sites on a daily basis, alert the client to any serious virus threats, and make appropriate updates to the server.  This does not guarantee the client will never receive a virus (since virus signatures are released only after viruses are discovered in the real world), but such service will help to greatly mitigate any virus outbreak.

4.  Same day phone and remote support (if remote access capability supported) guaranteed.

5.  Depending on your agreement you may receive several hours of technical support by a TCA Associates engineer included in your monthly support program. Technical support includes new workstation installations/configurations.

 


GOLD SUPPORT


 

SAME AS SILVER PLUS:

1.  An average of 10 hours (a set time will be stated in your agreement) of technical support by a TCA Associates engineer are included in your monthly support program. Technical support includes new workstation installations/configurations.

2.  Four hour response time for emergencies guaranteed (pending commute time and distance to client location). 

3.  Same day phone and remote support (if remote access capability supported) guaranteed.

4.  Check security sites on a daily basis and alert client to any important matters relating to their technology security.

 


PLATINUM SUPPORT


 

SAME AS GOLD PLUS:

1.  Unlimited technical support by a TCA Associates engineer is included in your monthly support program. Technical support includes new workstation installations/configurations.

 


CUSTOMIZED SUPPORT


 

In addition to the three listed support programs, TCA Associates will work with its clients to create a customized support program. This can include quicker response times, additional monthly support hours or any specific task requested. Which program works best for you will depend on your needs, however TCA Associates will work with you to provide the best support program.