OnTrack Service Overview

Virtuoso OnTrack is a comprehensive technology solution for small to medium sized business. OnTrack helps clients to enable the best use of technology in their business. This includes our four key service areas.

  • Technology Success Manager – Technology advisory and quarterly strategic reviews
  • Standards and Alignment – Regular assessment against best practice standards
  • Tech Support – 24x7x365 Support
  • Centralised Services – Proactive device, data and security management

Support Scope

ServiceDescriptionSupport Scope
User SupportOur customer support team will work directly with your users to resolve issues and fulfil requests.
  • Unlimited service desk and support (24x7x365)
  • New user on-boarding, account provisioning
  • Work with and act as liaison with 3rd party application/support providers
Application SupportWe support your user applications including Microsoft 365 and your business apps.
  • All Microsoft 365 apps and features*
  • Business apps that have been nominated for support
  • Escalation of application issues with nominated support vendor
Onsite SupportOur engineers will visit your offices to resolve any hands on issues that can’t be resolved remotely.
  • Auckland Central
  • Business Hours
  • (Monday - Friday 09:00 to 17:30)
  • Only where issue cannot be resolved remotely
Device ManagementWe manage corporate-owned devices, ensuring they are running in an optimal configuration with the latest feature and security patches. We support up to one (1) corporate workstation and one (1) corporate mobile device per named user.
  • Preventive maintenance
  • Windows security and critical updates
  • Antivirus management using Bitdefender (provided) or Windows Defender
  • Warranty management & reporting
  • Windows OS feature updates*
  • Intune application deployment*
  • Windows Autopilot deployment*
Bring your own device (BYOD)We support your users on their personal devices to help them work from anywhere.
  • Setup Windows-based VPN service
  • Installing Office 365 using their corporate account
  • Troubleshoot Office 365 issues eg: sending\receiving email, OneDrive access
  • Reinstalling Office 365 to resolve issues
  • Assisting connecting to a network only
Customer PortalAccess to Hub 365, our award-winning customer portal.
  • Customizable service request catalogue
  • Device agent deployment
  • Integration with Microsoft 365 tenant
Technology Success ManagerOur Technology Success team will help your business get the most out of technology.
  • Technology Roadmap and budget
  • Named Technology Success Manager
  • Quarterly Business Review
  • Monthly Service Reporting
Standards and Alignment ReviewsWe quantitatively measure the health of your IT environment by assessing over 100 indicators and reporting how your systems improve over time.
  • Security
  • Software
  • Hardware
  • Network
  • Setup and Configuration
  • Technology Adoption
SecurityOur security service is based on carefully curated suite of tools which provide enterprise-class security.
  • Vulnerability Management*
  • Web Security Management*
  • Endpoint Detection and Response Management*
  • Email Threat Prevention
  • Security Awareness Training
Cloud PrintOur print management solution provides Cloud-based print management software to radically simplify print management provide staff an enhanced printing experience.
  • Cloud Print solution intergrated into Microsoft 365, no print server required
  • Central Web management
  • Direct & Mobile Printing
Email SignatureOur solution includes a centrally managed, cloud based, email signature tool.
  • Standardised email signatures
  • User attributes pulled from Azure AD
  • Consistent branding
  • Consistent look and feel across devices
Microsoft 365 BackupProtect your critical Office 365 data with an automated offsite backup solution.
  • Prevent data loss
  • Long term retention
  • Anytime access

* Only for customers onboarded into Microsoft 365

Exclusions

  • Hardware upgrades/replacement
  • Operating system upgrade
  • Device onboarding
  • Manual application deployment
  • Device decommissioning
  • User training

Customer Responsibilities

Certain responsibilities remain with our customers:

  • To keep Virtuoso informed of changes that may impact your managed systems
  • Maintain current manufacturer warranty or 3rd party maintenance for all managed hardware
  • Keep genuine, licensed software covered by vendor support
  • Commit to maintaining good security practice across your business
  • Maintain support agreement with any Line of Business application vendor(s)

Process Summary

We use the following processes to deliver this service.

 

ProcessDetail
Incident ManagementAvailable on request
Problem ManagementAvailable on request
Change ManagementAvailable on request

Billing

The OnTrack service is charged for per user monthly in arrears.

We bill monthly in arrears by Direct Debit. An invoice will be generated on the last day of each calendar month, and this will be automatically debited from your account on the 15th of the following month.