Enterprise Infrastructure Services.


Today's networks have increased in functionality and complexity, pushing support issues into the forefront of management concerns. Whether problems are revealed through network management tools, the need for timely and qualified support services is of critical importance, especially in highly distributed computing environments.

In any environment where devices (Electrical, Mechanical, etc.) are put into use to achieve set objectives, there exist a need to keep these devices up and running with very minimal down time.

Companies now make use of computers, printers, networking equipment etc. in their day-to-day business activities and as such, support in this area is both a specialist field and a necessity.

Our support concept encompasses dozens of individual activities from which the customer may select. Generally, these activities include, but are not limited to

		Dedicated Support Services
		Proactive Maintenance
		Preventive Maintenance
		Help Desk Implementation and Management
		Backup And Disaster Contingency Planning
		Systems Policy Design And Implementation

The objective of the dedicated support services is to ensure optimum performance of all computer resources and to reduce systems downtime. The service involves the provision of a dedicated staff in the client's premises throughout the working hours. The dedicated staffs responds promptly to faults, providing resolution of all kind to systems problem. Our dedicated services can be either or both of the following:

		User/PC Support
		Server Administration

The User/PC Support provides first level and second level support services to computer users in your establishment.

The Server Administration services help monitor the server activities and performances with the aim of guaranteeing the best possible operating conditions of the services and applications to users. The aim is to respond both reactively and proactively to server problems to minimise systems downtime. Their activity will include Systems Tuning & Optimisation, Performance Monitoring, Systems Audit & Analysis and Systems Update/Upgrade Installation

With the mission critical nature of IT infrastructure to businesses today, SoftWorks incorporates service level performance targets which could be customized to suit the needs of organizations to ensure prompt response and immediate resolution of unexpected problems.

Through the Callout or Reactive Maintenance Services, SoftWorks responds to your needs to provide assistance in troubleshooting and resolving promptly unexpected faults that may arise during the operation of the computer systems.

In view of the mission critical nature of IT infrastructure to businesses today, SoftWorks incorporates service level performance targets that could be customized to suit the needs of organizations to ensure prompt response and immediate resolution of unexpected problems.

SoftWorks possesses personnel that have had considerable experience in the provision of system administration and end user support services. Thus, they will bring to the IT group a depth of knowledge and wealth of experience. They are certified experts in leading vendor products and have very good organizational skills.

Because SoftWorks is a Microsoft Certified Solutions Provider (MCSP), the candidates have access to products and classified information from the company. In addition, SoftWorks is a channel partner to Lotus Notes, and IBM giving our clients access to a variety of technical support information.

The objective of the proactive maintenance service is to ensure optimum performance of all computer resources. We can help in monitoring the server activities and performances with the aim of guaranteeing the best possible operating condition of the services and applications to your users. This will be achieved through

System Tuning & Optimization
Performance Monitoring
Systems Audit & Analysis
Systems Update/Upgrade Installation

We can assist you establish and manage a reliable systems environment.

The role of the support centre has changed dramatically over the past few years. Once the strict preserve of the IT department and often treated as an afterthought in the annual budget, its benefits were limited and its business potential overlooked. This perception is being rapidly replaced by the need to grasp competitive advantage in all parts of the business. In today's climate of constant change, the support centre is emerging as a key strategic weapon where Internet speed is the benchmark for business activity.

The switch to an automated system represents a significant step-change in the service and support function. Automation enables accelerated evolution: from reactive to proactive, from scribbled notes to highly effective knowledge management.

SoftWorks is a channel partner of HEAT, an industry leader in support automation. HEAT is a database application for helpdesk and customer support centres. It provides all the tools you need to log calls, assign problems, journal the entry of activities and close problems with a single keystroke operation from a console PC

HEAT solution provide world-class customer service and support software suites;complete with asset tracking, knowledge management, self service,and web-enabled helpdesk solutions.

HEAT also provides auto ticket generation, a service by which call records are created directly from the E-mail systems. HEAT assist in automating network inventory management and desktop asset management

SoftWorks' offer in the area of disaster contingency planning will enable you identify various threats to company's investments in technology, which includes threats to confidentiality, threats to integrity and threats to systems availability and proposes remedies from such threats.

SoftWorks can recommend and implement backup solutions that will guarantee data recovery in a disaster situation. This offer provides immense benefits as SoftWorks will assist in establishing an effective data recovery strategy to enable you recover easily against such data disasters.