Tech Support

1. Computer Monitoring

2. Spyware Protection

3. Virus Protection

4. Removes Temporary Files

5. Windows Updates

6. Monthly Defrag

7. Help Desk

8. Server Maintenance

Computer Monitoring

• Checks for low disk space and serious system errors i.e. Hard drive failures

• Alerts go to Npower staff Attempt to backup and replace before failure

Spyware

• Scans and removes spyware daily in the background

Antivirus

• Antivirus is updated every 4 hours

• Scans run weekly on Sunday

Temp File Removal

• Temporary Files removed (Tues and Fri) Temporary Internet files Installation files Log files

• August 2007: 245,176 files – 6.5GB

Windows Updates

• Windows Updates deployed Thursday thru Monday

• Ensures critical updates are installed on every computer

• Updates are tested for reliability Minimize patch failures and errors

Defrag

• Defrag runs monthly

Keep Your Computer Turned ON

• Computers need to be left ON for maintenance and monitoring

• Logoff but keep power on

• Reboot computer once a month Set a reminder in Outlook?

Help Desk (new & improved)

• Toll Free – Unlimited Calls• 24 x 7 support

M-F, 8am to 10pm direct to help desk Weekends and after 10pm call service contacts on-call technician

• Remote support • Make the Help Desk your first call

Ticketing and escalation

• What can I call about? Software applications, hardware issues, printing, connectivity, web

browsing, random errors

Server Maintenance

• Critical processes monitored on the server i.e. Backup, disk space

• Server security patches/antivirus/antispyware

• Monday morning maintenance: From 12 AM to 5 AM Monday mornings Server may be rebooted

• Have documents saved and closed

• VPN & Remote connections will be lost