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A more pro-active service than our basic support offering, this service offers the telephone and on-site support of the basic package, but also includes a Remote Support offering where our technicians can effectively log onto your network to perform troubleshooting and maintenance tasks.
We can use a number of technologies to connect to the supported devices including initiating a VPN session, a secure Terminal Services or Citrix ICA session, using 3rd party software such as Famatech’s Remote Administrator or by using a modem to dial into a server directly.
Additionally, we can configure your servers to produce daily reports for our technicians to analyse for the purpose of pinpointing potential issues before they occur.
The advantages of this service become invaluable to our customers as soon as this service has been set up. The highlighting of potential issues, faster responses and fixes, and real-time troubleshooting are some of the more obvious advantages, but others such as system documentation and performance baseline analysis add value for both Lozngra and the customer.
There is no monthly charge levied for providing this service, but we do ask our customers choosing this package to pre-purchase a minimum number of support units which is dependant on the number of devices supported.
