Technical Support
The Renaissance Technical Service Group (RTSG) provides high quality support and consultancy services to customers throughout New Zealand for Apple, Microsoft and a variety of networks.
This document outlines the standard Network Support and Management options available. Every customer is different, and the Service Packages have been designed to fit our customers in a variety of situations.
In addition, RTSG can create a network support package customised to meet your exact needs.
RTSG iProtect Services
| Service Package | Service Component |
| Level | | Software maintenance | Support Contract | Web Helpdesk | 0800 Phone Support | Remote Support | Weekly Health Check | Remote Update Services | Disaster Recovery | Onsite Time | Service Level Agreement | Configuration Management | Procurement Services |
| 0 | Amber | Y | | Y | Y | Y | | | | Y | | | |
| 1 | Ruby | Y | | | | | | | | | | | |
| 2 | Pearl | Y | Y | Y | Y | Y | | | | | | | |
| 3 | Emerald | Y | Y | Y | Y | Y | Y | Y | Y | | | | |
| 4 | Sapphire | Y | Y | Y | Y | Y | Y | Y | Y | Y | | | |
| 5 | Diamond | Y | (SLA) | Y | Y | Y | Y | Y | Y | Y | Y | Y | Y |
Level 0: Amber (Ad-hoc support)
Ad-hoc support is offered to those customers that do not want to commit to a support contract. Customers can call the RTSG Helpdesk for ad-hoc support for resolving the issue (offsite). All work and the time taken will be recorded in the RTSG Helpdesk.
Level 1: Ruby (Software Maintenance)
This support level is designed for highly self-sufficient customers only. A software maintenance contract ensures that you receive all service and security patches and updates for your network management software. A computer network provides the conduit for communication between many devices and technologies. As a result of this pivotal role, network management software requires regular updating to ensure security and stability are maintained.
Level 2: Pearl (Reactive Remote Support)
This level of support is designed for fairly self-sufficient customers – or those with stable and/or less complex networks. It provides customers with access to the knowledge pool of the RTSG Engineers as and when required. Level 2 support includes the service components of Level 1 support.
Technical Support Contract
The support contract outlines each party’s responsibilities in terms of maintaining the network. It details the actions that RTSG will undertake in response to incidents and what resources are available to you.
0800 Access to RTSG technical expertise
RTSG guarantees office-based staff for reactive support from all year round (excluding weekends and public holidays) between 8.30am and 5.00pm. Customers can access this support via the free phone line. If all resources are tied up with other calls – RTSG will return the call as soon as resources become free.
All incidents reported via the 0800 number are logged in the web helpdesk.
Quicker resolution using Remote Support Technology
RTSG staff can take control of your server remotely, making changes to settings as appropriate. In many cases, customers will have to do nothing more than report incidents – and close helpdesk jobs.
The Remote Support services are only effective if the customer has an “always on” type of Internet connection such as frame relay, wireless or ADSL (e.g. JetStream). Dial up connections cannot be initiated by RTSG engineers – and are too slow to transfer files across. One-off chargeable, onsite, configuration may be required to enable this functionality.
Level 3: Emerald (Proactive Remote Support)
This level of support is designed for customers that would like the security of knowing RTSG staff is constantly monitoring critical areas of the network. These support options require customers to have an “always on” type of Internet connection such as frame relay, wireless or ADSL (e.g. JetStream). One-off chargeable, onsite, configuration may be required to enable this functionality. Level 3 support includes the service components of Level 2 support.
The five-point network health check
Utilising remote access software, RTSG staff performs a weekly network health check. The five-point check covers Antivirus Updates, Backups, Product Updates, Security Updates, and server storage space.
Each weekly check, and any concerns arising from it, will be recorded in the web helpdesk. Actions can then be taken to rectify any issues.
And when the system needs intervention…
RTSG staff will take action using the remote connection capability, applying updates and adjusting network and server settings as appropriate. RTSG staff will contact customers if the health check indicates any items that require additional attention
And in the event of a serious failure…
The proactive remote support service enables RTSG to guarantee to restore the system to working condition within two business days.
In the event that the system completely fails, RTSG will immediately dispatch an engineer to restore the system to its pre failure state.
This service requires the customer to have appropriate warranty contracts in place for its critical hardware.
Level 4: Sapphire (Onsite Network Support)
The onsite network support option is available to customers looking to supplement their existing in-house resource. Hours can be purchased to meet any level of requirement. RTSG staff will address network maintenance issues as identified and prioritized. Level 4 support includes the service components of Level 3 support.
All onsite work (including time taken and details of work) is recorded in the RTSG helpdesk.
A more flexible service
Pre purchased hours are entered into the RTSG online booking system – but RTSG recognises that requirements fluctuate throughout the year. Customers are able to use the online booking system to move the onsite hours as appropriate.
Onsite support at the standard rates is available within 80kms of the main centres. An individual onsite support package for more remote customers can be arranged taking into consideration travel times and costs.
Level 5: Diamond (Full ICT Management)
This is the ideal package for customers looking to fully outsource the responsibility for system maintenance.
Corporate Quality Service Level Agreement (SLA)
With greater control over your system, RTSG can guarantee certain service levels are met. The SLA governs the mechanics of the relationship, and outlines the process we will follow in terms of incident resolution, configuration management, and change management.
Driving down costs and complexity with configuration management
The aim of Configuration Management is to drive down administration costs, and improve incident resolution through a deeper understanding of the relationships between network infrastructure and devices. Ultimately, Configuration Management can also drive down costs by standardising technology used within the network.
A Configuration Management Database (CMDB) is established and this becomes the definitive document describing the network. Change Management processes governs whom, and under what circumstances, changes can be made to the configuration of the network.
RTSG procurement services (optional)
RTSG can source ICT components and equipment in support of the ICT management contract. RTSG will provide equipment within budget and signoff guidelines as established by you – with set margins (visible to you via an open book reporting system).
With access to major distribution accounts, and detailed configuration information about your network – RTSG can provide equipment at lower cost and guarantee that it is the correct item for your network.
The procurement service can be expanded to larger purchases such as workstations and servers – where RTSG can provide competitive quotes from multiple vendors for your approval.
Quality Policy
RTSG is committed to Total Quality, thus ensuring the satisfaction of customer needs, improvement in the economic performance of the Company and full utilisation of effective, skilled and motivated staff. RTSG has defined its overall Quality Policy as follows:
"It is the policy of Renaissance Technical Services Group to deliver defect-free, competitive products and services, on time, to both internal and external customers by performing exactly to requirements. Our name must represent quality to our customers, ourselves, and our suppliers"