IT Support & Maintenance

Renewing your Support and Maintenance contract?

Take a look at the comprehensive range of IT support and maintenance services that Nexus supply to over 1,000 small, medium and enterprise-sized customers throughout the UK, 24 hours a day, 7 days a week.

We can be booked to deliver ad-hoc support, but if you wish to contact our technical helpdesk or receive our account management service and undivided attention, one of the following support and maintenance options are required.

Retained Technical Services

Retained Technical Services (RTS) from Nexus provides easy access to all of the IT skills and services that we offer. RTS can be used as a smart “pay-as-you-go” outsourcing solution for IT support and maintenance or any other IT services that we supply. You can use RTS to call upon our technicians, engineers, developers or instructors to extend the capability and capacity of your in-house IT team.

RTS time is purchased from Nexus by the day or at volume discounts. Time is banked and logged in our IT service management system. The minimum unit of purchase is one day (8 hours). The customer may then contact our helpdesk to book a technical resource to attend site or provide IT services remotely.

You can purchase RTS contracts from Nexus and bank our time in advance, with varying levels of guaranteed response:

  • Pre-Planned RTS
    Book a Nexus engineer, developer or instructor with no timed response
  • Next Business Day (8-Hour Response) RTS
    Book a Nexus engineer or developer within the next 8 business hours
  • Same Day (4-Hour Response) RTS
    Book a Nexus engineer or developer within the next 4 business hours
  • 24/7 and Out of Hours RTS
    Book a Nexus engineer or developer outside normal business hours (within 4 hours)*

*Normal business hours are 09.00 – 17.30

24/7 Technical Helpdesk and Remote Support

We offer a technical helpdesk and remote support service 24 hours per day, seven days per week, with contracts available for normal business hours or for organisations that operate around the clock.

You can pay monthly, quarterly or annually in advance. This service provides Nexus customers with unlimited calls to our technical helpdesk. The customer may log support calls for any IT related fault or matter and our team will work with you to manage and resolve the issue.

Nexus helpdesk operators will log your call in our service management system and provide you with a call reference number. We will then attempt to resolve your enquiry over the telephone or by other remote access methods.

*Urgent technical faults or faults that require attendance on-site to resolve can be escalated if you have time banked in one of the RTS contracts outlined above. A Nexus engineer or developer will be despatched to attend site or provide IT services remotely within the guaranteed response time.

IT Hardware Maintenance

Nexus supply IT hardware maintenance services for virtually any equipment. We can help audit your IT infrastructure noting the brand, part code and location, which allows us to calculate an annual charge to maintain and support the equipment onsite. We work directly with our strategic partners to respond within a specified timescale. Nexus will attend site to fix the hardware fault or arrange repair, even providing replacement equipment (subject to availability) in the event of a protracted breakdown.

Network Monitoring and Alerting

Our comprehensive Network Monitoring Service is available as a standalone service or it can be supplied as part of a packaged IT support contract. You will receive a dedicated rack- or tower-based server that manages the network monitoring and alerting. The software is capable of monitoring millions of devices, services and logs.

The server will be configured to send out alerts by e-mail to specified groups and individuals, informing you and our technical team of errors or adverse computer network infrastructure conditions.

*Options are also available to utilise an existing server or virtualisation technology to host our monitoring and alerting software, thereby reducing space and power requirements.

IT Facilities Management

The IT facilities management (FM) service that we supply is customised to each customer by using a combination of the support and maintenance contracts mentioned above or elements of our managed IT services portfolio.

We can arrange pre-scheduled monthly, weekly or daily tasks and checks to be carried out across selected IT systems and components. Our engineers will review logs, disk space, data backups, anti-virus, anti-spam, email, communication systems, general network health and check any other IT solution or system that you nominate.

IT facilities management checks can take a varying amount of time depending on your computing environment and infrastructure. We can often carry out the work remotely to avoid disruption, however physical checks can be incorporated into your FM contract.

Nexus IT Support & Maintenance Packages

BRONZE

SILVER

GOLD

PLATINUM

24/7 Critical Support
(Out of normal business hours - 7 days per week)

Optional

Optional

Optional

Optional

Unlimited Technical Helpdesk & Remote Support
(Normal business hours)

tick

tick

tick

tick

End User Technical Helpdesk
(Normal business hours)

X

X

Optional

Optional

IT Hardware Maintenance

Optional

Optional

Optional

Optional

Network Monitoring & Alerting Service

Optional

tick

tick

tick

One Day On-Site IT Facilities Management (per month)

Optional

Optional

Optional

tick

Half Day On-Site IT Facilities Management (per month)

Optional

Optional

tick

Optional

Remote IT Facilities Management
(Two hours twice per month)

tick

tick

tick

tick

Technical Fault Escalation & Reporting

tick

tick

tick

tick

Remote IT Administration
(Two hours twice per month)         

X

Optional

Optional

tick

Remote IT Systems & Network Health Check
(Two hours twice per month)         

X

Optional

tick

tick

Free On-Site IT Consultancy Visits

X X

tick

tick

IT Security & Governance Assistance

X X

tick

tick

Software & Asset Management

X X

tick

tick

Annual IT Strategy Review

tick

tick

tick

tick

Retained Technical Services

Optional

Optional

Optional

Optional