What is Outsourced IT support?
At Pegasus Technology this means managing and supporting all of your business IT needs. That is anything from workstation support, installing printers and creating user profiles all the way up designing, providing and maintaining a fully redundant server solution with a backup and disaster recovery plan.
What is Managed IT Support ?
Our Managed IT solution allows you to select individual services that meet specific needs within your business. You may not need our Outsourced IT department, but everyone needs to avoid viruses, backup failures, and wasted time on emails you should have never received.
We run multiple applications, can you support these for us?
Yes we offer 1st line support on ALL 3rd party applications and if we can’t fix it we will liaise with your application provider to come up with a solution.
We want to keep our servers on site, do you offer support for this set up?
Yes we do, we manage and support hardware/software whether it be on-site, off-site, collocated or hosted. We work with you to find the right solution for you and your business, then manage and support it to allow you and your users to do their job.
Are backups important?
Yes! The result of not having backups is like not having car insurance for your Ferrari and crashing it! When everything is running fine you don’t think about it but when something happens there is no going back. All of Pegasus Technology’s clients have backups running, these are taken on-site and then replicated off-site for another layer of protection. To give you an example; On-site backups are used to restore a deleted file and the off-site backups are used for a full server restore after a server failure (disaster recovery plan).
What Backup Technologies do you use?
The technologies we user are dependent on our customers requirements. We use disk2disk and replication solutions from Arcserve, snapshot technologies from Netapp, Bacula as a System backup.
We have multiple sites, do you have experience of dealing with this?
Yes we have a number of clients that operate across multiple sites.
How many hours do we get as part of a managed agreement?
At Pegasus Technology we don’t cap hours of support, for the monthly management fee we provide unlimited remote support during office hours. The additional costs are for emergency out of hours support and any on-site required work. All prices are outlined and are confirmed before any additional work is carried out.
Can you recommend a hardware provider?
We sure can! And we can do one better, we can purchase the hardware for you too. We can source hardware from a wide range of vendors and prefer Fujitsu and HP for the majority of items. We will set it up and configure it at a fixed cost. The most important thing is that the hardware is right for the purpose you need to fulfill.
How easy is it to request support?
We use a ticketing system called Service Desk, this turns emails in to tickets for the engineers to work on and deal with your issue. If you need urgent support then we recommend users to call in on our direct number, we will create the ticket and work on solving your issue. All tickets are logged and you will be provided with a ticket number which you can reference when requesting more information. We also provide our clients with the ability to login to their own portal to view and check on all tickets, open and closed, for your company.
What are your SLA’s?
We regularly respond quicker than our SLA’s. If we get a call about a business critical issue, we expect to begin working on it immedieately
Priorities during Normal Business Hours
(8am – 6pm Monday to Friday AEST excluding public holidays)
|P1||1 Hour||4 Hours||90% of tickets within target|
|P2||4 Hours||1 Business Days||90% of tickets within target|
|P3||8 Hours||2 Business Days||90% of tickets within target|
|P4||Next Business Day||As Scheduled||90% of tickets within target|
I need a website designed, do you offer this service?
We are a managed service provider and we prefer to stick to what we know, but we can certainly host it for you. However we can recommend some fantastic providers and we will be on hand to answer questions and make suggestions where we can.
I would like to move to the Cloud, can you offer this service?
What do you mean by 'hsc'?
At Pegasus Technology, ‘hsc’ refers to Hosted, Shared, Cloud solutions.
All three are solutions that are not located on you premises, but at a third party provider.
- Cloud solutions are located at a third party provider and accessed through the internet.
- Shared solutions are located at a third party provider on shared hardware, eg office 365 or website solutions. Shared solutions can be Cloud accessed or direct(hosted) access.
- Hosted solutions use cloud or shared resources but your access to them is via a dedicated link from your office(s).
Why does my network need regular maintenance?
Your IT network is the back bone of your business. Regular maintenance keeps the network running efficiently and securely. Our Outsourced IT Services provides proactive IT support and proactive IT maintenance therefore reducing IT systems failure and downtime. Our team of support specialists monitor the health, performance and security of your IT network 24/7 ensuring security and stability, all included in your monthly support fee.
How does Pegasus Technology offer remote support?
We use an application from Solarwinds called N-Central, once this has been downloaded on your workstation and server we can logon remotely. One of our engineers will request permission to access your workstation and get to work.
Do you monitor our solutions?
We monitor all servers and hardware such as switches 24/7 and we are alerted, this means that we will know there is an issue and can ensure it is fixed, usually before the client even notices.
How do you invoice for your services?
We send an invoice each month for the monthly support fee and an additional invoice for anything outside of this; hardware and out of hours support for example.