S5 Technology Group are an award winning Managed Service Provider and Enterprise System Integrator with offices located in Port Macquarie and Cowra NSW. We offer Ad hoc Business IT Support, IT Management, Managed IT Services and Infrastructure Management to Government, Education and Business customers.
Managed IT Services / IT Management / Service Level Agreements
S5 Technology Group takes a unique approach to supporting network environments, focusing on network uptime, reliability and continuity, and not on a pre-determined number of included support hours or response times as is commonly the case.
This approach ensures that our customers are being rewarded due to our efficiency and quality of work. This is a significant contrast to the common approach employed by IT Service Providers whereby the Service Provider is rewarded for taking longer to achieve a resolution, encouraging inefficiency and poor quality in their work.
To achieve these efficiencies, S5 Technology Group take an extremely thorough and unprecedented approach to both the initial on boarding and the ongoing management of our clients.
Thanks to this approach our customers experience significantly less downtime and a superior end user experience.
Pricing for the available levels of SLA are based on device quantities in the case of contracted hardware, and user quantities in the case of cloud services. There is no limit to the supplied hours under a given SLA. If a service is deemed to be covered under the scope of the SLA, there is no cost to the customer irrespective of the time required to complete the task.
All remote management, job management and automation tools that are required to fulfill these services are included.
This pricing concept allows Business Owners, CIO’s and IT Managers to accurately budget for their organisation’s IT support.
In order for S5 Technology Group to provide this extremely high level of service, the contracted network environment is required to meet or exceed certain technical standards.
The S5 Guarantee
S5 Technology Group is so confident of being able to deliver on the services offered in this agreement that we have put in place a financial penalty system towards ourselves in the form of a percentage refund to our customers should certain aspects of the SLA not be delivered upon.
Why is our support offering superior?
The most capable and qualified support team on the Mid North Coast
An award winning Managed Service Provider
The latest remote monitoring technology
The latest and most advanced job management system available
Detailed Network Audit and Documentation
Detailed monthly reports demonstrating the performance of our engineer
Detailed monthly reports on the performance and health of your network
Network Audit and Documentation
Before commencing your SLA a full audit of your network environment must be undertaken to identify possible issues within your environment and to ensure that ongoing support can be provided efficiently.
This audit process is completed over a collection and documentation period of up to 4 weeks, involving onsite and remote auditing, end user surveys, consultation with Line of Business software vendors, and hardware vendors.
This audit is provided free of charge to Complete Care clients and at a 50% discount to Proactive Care clients. Should a customer terminate their SLA within the first 12 months of the agreement, the full value of the Network Audit becomes payable.
A copy of the network audit is provided to the client for their internal records.
Items included in the initial Network Audit
- Schematic Network Diagram
- Network Credentials and Configuration
- Detailed Server Hardware Audit
- Detailed Server Software Audit including Microsoft License Keys
- Server Uptime and Crash Report
- Detailed Workstation Hardware Audit
- Detailed Workstation Software Audit including Microsoft License Keys
- Assessment of LOB (Line of Business) application(s) and consultation with vendors to ensure minimum system requirements are met and to plan for future upgrades.
- Executive Summary of findings relating to Company Server, Backups and Disaster Recovery, Security Patches, Password Security, Network Hardware / Configuration, Power Protection, Workstations and other findings
- Summary of recommendations
- Quotation (where required) to resolve issues identified as critical and preventing the commencement of a maintenance agreement
For additional budgeting help and support coverage S5 Technology Group offer the following optional items that may be added to a Complete Care Service Level Agreement.
24 Hour Support
S5 Technology Group has a team of engineers with specialist skill sets that many of our Government, Enterprise, Education and Medium Business clients do not have available internally. As such these clients typically require ongoing support surrounding specific area’s of their environment, .
Infrastructure Management agreements provide structured support in the very same guise as the above Managed IT Services agreement, however they are focused on specific area’s of a customer’s IT infrastructure.
Every customer has different requirements and different skill gaps in their organisation so every Infrastructure Management agreement is customised to the clients requirements.
Common Infrastructure Coverage
- Server, Storage and Virtualisation
- Local & Wide Area Network
- Security Management – Perimeter Firewalls, Endpoint Zero Day, SCADA
- Linux Server & Appliance Management
Resources & Minimum Skillsets
- Security Engineer – CCNA, CCSA, CCSE
- Network Engineer – BCNE, CCNA, DCNE, MCSA, VCP
- Server Engineer – MCP, MCTS, MCSA
- Apple Technician – ACMT, ACN, CompTIA A+
- Desktop Technician – CompTIA A+, MCP, Fujistu, HP, Lenovo, Toshiba
Supplemental Support / Block Hour Support Contracts
Block Hour Support Contracts provide access to professional services at discounted rates and a higher priority than received when purchasing AD HOC services.
The pre-paid credit that is purchased to commence your contract does not expire, however our hourly rates are subject to change without notice.
Upon completion of any professional service, an invoice detailing the work completed will be provided showing the credit used for the job. A monthly statement will be provided showing the remaining balance available. This balance is also available at any time upon request.
Renewal invoices are sent automatically when the contract balance reaches 4 hours of a Network Specialists hourly rate.
Block Hour Support Contracts receive priority over any AD HOC service requests, whilst Managed Service Contracts have priority over Block Hour Support Contracts.