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IT Support Strategy

At ITMD we know that your company is unique, with your own specific needs and budget constraints. Therefore your IT Support and Maintenance plan needs to be unique as well.

By engaging with you, we understand your requirements for an optimized IT environment and together design an IT support plan that is customised to suit your specific needs and budget constraints.

Our support models range from ad-hoc service provision to full outsourcing.

Take a look below at the various support plans we can offer your organisation.

Ad-Hoc IT Service Provision(“Break-Fix”) IT Support Service Agreement(“Preferred Provider”) Managed IT Service Provision(“MSP”) IT Process Outsourcing & Virtuallization Services(“ITO / ITV”)
Support Scope & Focus Reactive Reactive Proactive Proactive
  • Fix problems when they occur
  • Remote monitoring & support can be provided at additional charge
  • Skill & Experience
  • Try to prevent problems & fix when they occur
  • Remote monitoring & support can be provided at additional charge
  • Remote monitoring & maintenance
  • Priority service
  • Actively anticipate & resolve issues before they occur
  • Remote monitoring & maintenance
  • Priority service
  • Actively anticipate & resolve issues before they occur
Support Tools
  • Skill & Experience
  • Skill & Experience
  • Some on-site monitoring
  • Skill & Experience
  • Defined processes
  • Remote support toolsets
  • Skill & Experience
  • Defined processes
  • “Hands-On” ownership of the process
Billing
  • Time & material
  • Standard rates
  • Time & material
  • Preferential Rates
  • Fixed subscription fee
  • Fixed subscription fee
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