IT Escalation Support

High-level and specialized IT support provided by subject matter experts for specific technical areas. Often including, but not limited to data integrity (network security and backup disaster recovery planning), server and critical network maintenance and monitoring, responsiblility for the performance, reliability, and integrity of critical infrastructure, and coordination with software vendors.

Qualification Questions

Is Server Hardware/software Support Business Hours And After Hours 24x7 Required? If So, How Many Devices?
Is Network Hardware/software Support Business Hours And After Hours 24x7 Required? If So, How Many Block Hours?
Is Printer Hardware/software Support Business Hours 8x5 Required? If So, How Many Printers?
Is Quarterly Business Review Required? If So, How Many Units?

Example Project Plan

Recurring Ongoing/As Needed
  • Troubleshoot Server Hardware Or Software Issues
  • Troubleshoot Network Hardware Or Software Issues
Discovery
  • Identify Customer Specific Server Change Management Requirements
  • Identify Customer Specific Network Change Management Requirements
Recurring Monthly
  • Server Maintenance
    • Confirm Successful Backup Operation
  • Monthly Server Backup Testing
    • Test Restoring Individual Files
  • Ad Hoc Network Consulting
Recurring Yearly
  • Annual Disaster Recovery Testing
    • Test Restore Of Entire Server, Full Disaster Recovery Test
Recurring Quarterly
  • Quarterly Backup Maintenance
    • Upgrade Backup Software If Available
  • Firewall Firmware Update

Recurring Tasks

Troubleshoot Server Hardware Or Software Issues
Server Maintenance
  • Confirm Successful Backup Operation
Monthly Server Backup Testing
  • Test Restoring Individual Files
Annual Disaster Recovery Testing
  • Test Restore Of Entire Server, Full Disaster Recovery Test
Troubleshoot Network Hardware Or Software Issues
Ad Hoc Network Consulting

Last modified April 13, 2021