Service description
EliteSupport

Reference: VIR-31000
Version 1.0
Updated: 19th June, 2020

SERVICE OVERVIEW

EliteSupport

This article lists the services and limitations for the Virtuoso EliteSupport service.

Virtuoso EliteSupport is a comprehensive IT support service for small to medium sized business. EliteSupport helps clients to enable the best use of technology in their business. This includes technology advisory and quarterly strategic reviews, proactive user and device management and IT Support.

SERVICE SCOPE

Service

Description

Support Scope

User Support

Our 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 Support

We 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 Support

Our engineers will visit your offices to resolve any hands on issues that can’t be resolved remotely.

  • London (UK) Travel Zones 1-6 or Auckland (NZ)
  • Business Hours
  • Only where issue cannot be resolved remotely

Device Management

We 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 Portal

Access to Hub, our award-winning customer portal.

  • Customizable service request catalogue
  • Device agent deployment
  • Integration with Microsoft 365 tenant

Account Management

Our account management team will help your business get the most out of technology.

  • Named Account Manager
  • Quarterly Business Review
  • Access to Technical Advisor
  • Monthly Service Reporting

*Only for customers onboarded onto Microsoft 365 Business Premium or E3/E5

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.

Process
Incident Management - Available on request
Problem Management - Available on request
Change Management - Available on request

Billing

The EliteSupport User 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.

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    Virtuoso IT Limited
    4 Harbour Exchange Square, London E14 9GE
    P: + 44(020) 3326 3900 | E: [email protected]

    Copyright © 2021 Virtuoso IT Limited.
    Virtuoso IT Limited is a private limited company registered in England and Wales.
    Registered office address: 4 Harbour Exchange Square London E14 9GE Company No. 07598800 VAT Number:118036242