Support

World best Support Services
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Monthly Contract Support

In today’s world of complex IT solutions, intense competition and global expansion, many organizations have come to…

Pay-as-you-go Support

SLS Networks Pay-as-you-go IT Support is design for customers that have a limited budget to support their IT system…

Remote Support

In a perfect world, every company would have a full time IT staff resolving the myriad of questions or problems that arise on a daily basis. Responding…

After Hours Support

If you require support after normal business hours or require configuration, migration and updates to be completed when normal business users…

Monthly Contract Support

In today’s world of complex IT solutions, intense competition and global expansion, many organizations have come to realize that they can’t do everything. They need to focus on management and core areas of expertise. Through the exploitation of Remote Technology, SLS Networks’ goal is to let customers focus on business development and generating income streams, rather than dedicating valuable time and money on an internal IT team. SLS Networks offers Monthly Support contracts designed to give customers peace of mind and confidence in their IT system. Customers are reassured that their system is periodically checked against major sources of error and warnings, preventing system downtime and loss of data.

The Monthly Support contract includes four hours at your site every month, discounted remote and telephone support and discounted labor for any extra requirement you might have.
You get:
  • Free Initial Consultation
  • Half-day labor on site each month
  • Discounted telephone and remote support for all servers and clients/laptops.
  • A discount of more than 20% on any extra labor you might need.
  • Priority over non-contract clients in the event of major urgency.
  • Discounted travel time charges (Save $20 per visit)
  • Reduced weekend call out fee

SLS Networks was founded by IT Support Professionals with 30+ years of experience in helping small to medium companies maintain and expand their Information Technology infrastructure in line with their growth. We can offer exceptional response times to urgent problems while  also being able to offer short ‘blocks’ of time on site rather than the more normal whole day charges.

Pay-as-you-go Support

SLS Networks Pay-as-you-go IT Support is design for customers that have a limited budget to support their IT system. It is a more reactive approach to IT problems rather than the preemptive solution of the Monthly Support Contract. Pay-as-you-go IT Support contract offers support if and when you most need it and it is charged at full-priced hourly labor, plus travel time and all telephone or remote support calls (min charge 1 hour per incident).

Pay-as-you-go is typically the initial choice for new customers as they want to gain confidence with SLS Networks services. The immediate benefits are:
  • No minimum contract obligation.
  • You only pay if and when you need SLS Networks services.
  • You can upgrade at any time to the Monthly Support contract.
SLS Networks offers solutions for every budget. Our relationship may start at Pay-as-you-go and develop into a full Virtual Helpdesk solution.

Remote Support

In a perfect world, every company would have a full time IT staff resolving the myriad of questions or problems that arise on a daily basis. Responding to these issues in a timely fashion would result in less frustration and downtime for your users.

While we are based out of the San Francisco Bay area, many of our clients are based in the San Francisco Bay Area, Silicon Valley and the East Bay with satellite offices across the US. We also offer support to local and long-distance clients via a secure remote connection. This puts our systems in direct contact with your network and computer systems, enabling us to provide a variety of off-site support functions such as network security configuration, profile management, Active Directory and Group Policy Administration, Backup Administration, Disaster Recovery, and just about anything else that could be handled on-site.

Not only is this a benefit for our clients in remote locations, but also clients near to our headquarters in Walnut Creek, CA. With congestion of Bay Area commute traffic, immediacy and travel costs provide a mutual burden for our clients and our staff, sometimes it is in the best interest of your business needs to implement a remote VPN connection for our support team to maintain, troubleshoot and resolve issues in your IT infrastructure remotely.

Ultimately – if you depend on your IT infrastructure systems to propel your business and serve your clients, then remote support is a viable solution to keep you productive. Our goal is to reduce resolution times, our team is able to troubleshoot the issue as it occurs and you are back online and running at full speed in less time and for less money.

If you are interested in learning more about how we can make remote support work for you, call us or email our sales department today.

After Hours Support

If you require support after normal business hours or require configuration, migration and updates to be completed when normal business users are not logged in, “after hours” support is available for an additional fee. This “after hours” support is designed to assist with mission critical production issues. Our aim is to provide a rapid response when your production system fails with a severity one issue, and a Technical Support Engineer (TSE) to help you get the system back on-line again.

Examples of critical issues affecting a production system running released software are:
  • A production server has failed
  • Users cannot access the production servers
  • Critical errors are being logged by an operational production server
  • Performance of the servers has degraded to an unusable level
  • A mission-critical application is unusable
  • Data is unrecoverable, corrupt, or lost
  • Hardware or software upgrade assistance for production servers that cannot be handled during normal business hours
The TSE assigned to the case will continue to work on the problem until one of the following is reached:
  • The production server becomes operational again, and the Support Request is closed or its severity is downgraded
  • An acceptable and sustainable workaround is provided to keep the server operational until a more permanent solution is found, and the severity is downgraded
  • The severity of impact to the production servers is downgradedd
The Support Request will then either be closed, or revert to being worked during normal business hours as appropriate. In either case, you will be asked to confirm that you agree that such a status has been reached. At SLS Network, we know that business systems are not always an 8-5 schedule and sometimes system maintenance must be performed outside of production hours and we are committed to assist you in keeping your infrastructure optimized.

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