Risual offer a full range of support options, ranging from managed cloud solutions, through to hybrid or traditional on-premise support. Acting as a 4th line extension to your in-house IT team or as part of an outsource programme, Risual deliver a cost effective addtion, or alternative, to your current service delivery.

With years of experience and the backing of Microsoft, our fully trained MCSE engineers will ensure that your business continues to perform and is not negatively impacted by any IT outtage or issue.

The detailed menu of support options below are the result of working with our customers to meet their needs. Whilst not an exhaustive list, the bundles below are the most popular based on their value for money and fit with IT operations.

All options can be bought individually or as part of a tailor made solution.

Phone based support
Remote access
Daily healthchecks
Pro-active application monitoring
Pro-active security update management
24/7 x 365 cover
Full system administration
Warm startup and existing fault resolution

Support

As a leading Microsoft Gold partner Risual bring their deployment and consulting expertise to provide software and solution support for Microsoft technology. Risual Support Services offers a comprehensive portfolio of support packages and services to allow you to concentrate on aligning your IT delivery with business expectations without becoming over focused on support issues and giving you the heavyweight technical expertise to solve problems quickly.

Phone based support and remote access

At the core of our support services is our telephone based incident support with the option to allow us to remotely connect to your systems and remotely resolve issues. We offer support on a per server basis for a single fee covering any combination of products on our supported products list. Support is purchased on an unlimited contract basis. Cover: business hours; Purchased: per server

to include Server Care Standard plus:  

Daily Healthchecks

Daily server health checks and support response. The daily server health check is outlined and completed based on the existing criteria within the Daily Server health check form. This form is completed as an online form and submitted and stored on SharePoint for historical reference. Cover: business hours; Purchased: per server

Pro-active application monitoring

Using Microsoft Operations Manager (MOM) and System Centre technologies we offer proactive alerting and monitoring allowing us to receive alerts before problems affect your critical business service and applications. Optionally at no extra cost we are able to raise our own support calls and with your consent proactively fix the issues.  Cover: business hours; Purchased: per server

Pro-active security update management

The constantly evolving security threat means that your systems need to be up to date with the latest security patches to ensure their continuity and resilience to emerging threats. Risual can with your involvement advise on the relevant security updates and apply them to your systems remotely, resolving any related issues. Cover: business hours; Purchased: per server

24/7 x 365 cover

All Risual support services are offered during business hours only by default with the exception of RSS Pro Patch. You can add out of hours cover to any of our other services by specifying our RSS OOH option. Cover: business hours; Purchased: per server

to include Server Care Premium plus:

Full system administration

Detailed server administration may fall out of the day to day administrative skills or time constraints of your in-house team. Risual can administer your server applications such as Exchange Server, Windows Server, SharePoint Server, SQL Server and Live Communications Server. Cover: business hours; Purchased: per server.

Our second tier administrative service allows us to assist with your day to day administration, including creating, deleting and disabling user account, email addresses, managing group memberships for your Active Directory, and Windows Server based applications. Cover: business hours; Purchased: per server.  NOTE. A Promon Start-up day is an initial requirement with both the Premium and Ultimate Bundles; however this is a one off cost per server.  

Warm startup and existing fault resolution

Our monitoring tools are highly detailed and require tuning during implementation. We offer an advanced start-up service which allows us to discover any existing issues and resolve them prior to going live with the ProMon service.  This replaces the RSS Start-up service if purchased with the ProMon service. Cover: business hours; Purchased: per server.