Alnafitha Support Service designed to cover some of the most critical systems and applications used in any organization, to improve the customer services and optimize their infrastructure performance by following the best practices, regularly assess the environment security and manage the backup solutions for the customers.
Our team will deliver an assessment report showing the current system health and recommendations to fix any appearing issues, also we will assess the system architecture and suggest improvements based on best practices and vendors recommendations, each engagement will cover only one technology and product of the covered products below.
Our Support Services takes care of all your Windows OS patching activities to help keep your resources current and secure. When updates or patches are released from your OS vendors our Support Services applies them in a timely and consistent manner to minimize the impact on your business. Critical security patches are applied as needed, while others are applied based on the patch schedule requested by the customer.
Comprehensive security services safeguard your data from potential threats and keep your infrastructure healthy through data encryption, replication, antivirus, consistent patching, and other leading security techniques. Frees IT staff to deliver what the business needs, when it’s needed.
Our Backup and Recovery services securely backs up data from all your desktops, on-premises servers and to-recovery. In the event of a disaster, users will enjoy almost uninterrupted access to vital company data and resources.
Get real-time support and strategic IT consulting through our qualified support team and quarterly strategy meetings with Alnafitha’ s experienced consultants.
Our team will conduct a technology session(s) to the customer end-users to help them adopt to new technologies to realize the value of their technology investment.
Each onsite visit will be credited as full site-day from the supporting plan.
The site-days can be used on the customer site for one of the below services:
Technology Workshop and Adoption Session
Critical Support Incidents can be used for 24×7 support to the customers, any incident required to be solved after working hours should be promoted to critical support and limited to 8 hours engagement more than that will credit as new incident.
Remote and Phone Support Incidents, for any incident required support over the phone or remote access and limited to 8 hours engagement more than that will credit as new incident.
System Health Checks & Assessments
our consultancy team will assess the current system deployment and deliver the recommendations to optimize the environment and fix the system issues.
Telephone support: 9:00 A.M. to 5:00 P.M. Sunday – Thursday
Coverage parameters specific to the service(s) covered in this support contract are as follows:
Email support: Monitored 9:00 A.M. to 5:00 P.M. Sunday – Thursday
Emails received outside of office hours will be collected, however no action can be guaranteed until the next working day.
After working hours support: any request after working hours should be treated as “Critical Incident”
Onsite assistance guaranteed within 6 hours during the business week and 12 hours during weekend and public holidays.
Calls received out of office hours will be forwarded to a mobile phone and best efforts will be made to answer / action the call, however there will be a backup answer phone service.
Our IT Support Services guarantees a certain level of response to the incident(s) at the customer site.
Alnafitha representative is responsible to set the incident severity according to definitions described in the following:
A Problem that causes complete loss of essential service to the production environment. (All users and functions unavailable). End User and Alnafitha Team both will commit full-time resources to resolve the situation.
means operation of an existing Environment is severely degraded or significant aspects of End User’s business operation are negatively impacted by unacceptable performance. End User and Alnafitha Team both will commit full-time resources during Standard Business Hours to resolve the situation.
means operational performance of the Environment is impaired, although most business operations remain functional. End User and Alnafitha Team both are willing to commit resources during Standard Business Hours to restore service to satisfactory levels.
