IT Services Agreement Descriptions
For required IT Services Agreement details, please click the appropriate links below.
Reactive I.T. Service
The Reactive IT Service is designed to provide prompt assistance and support for any issues or incidents that may arise with the customer's IT infrastructure, systems, and devices. Unlike proactive services, the Reactive IT Service is entirely initiated and driven by the Customer and requires a support ticket to be raised whenever assistance is needed.
Proactive I.T. Service
The Proactive Managed Service is a comprehensive, best of breed IT support offering to deliver proactive, real-time monitoring, and optimisation of Customer I.T. infrastructure. This service goes beyond reactive support by actively monitoring all supported systems and taking proactive measures to ensure optimal performance, security, and reliability.
Change Time Service
Change Management Time is a service that lets the Customer use Galtec resources to make changes (planned or urgent) to the IT infrastructure. It can also include requests to resolve faults on a customer environment which sits outside of a Managed Service Statement of Services or can be purchased as a standalone service to address change management and faults combined with no other Statement of Services in place.
Support Tiers Explained
Not all customers require the same level of access to the Galtec Service Desk, and agreements are commercially modelled for customers who require access to specific tiers. The following section breaks down the definition of capability and responsibility for each tier. Your Statement of Services will define which elements you have access to. For customers who only have 1 or 2 tiers included within the agreement, Customer is expected to carry out all activities for the non-included tier(s).
Ticket Prioritisation
Galtec operate a ticket prioritisation system that enables us to allocate appropriate response times to different priority levels. The priority level assigned to each ticket determines the urgency and impact of the issue, which in turn dictates the speed of our response. Our SLA response times are tailored to ensure that critical issues receive immediate attention while providing timely assistance for lower-priority matters. SLA responses are detailed within Customer Statement of Services Document in Appendix 2: Service Levels.
Device Lifecycle Managed Service Agreement
Galtec Solutions offers a comprehensive Device Lifecycle Managed Service to the Customer. The service includes end-to-end management of devices, from deployment to disposal, along with support, stock management, and data wipe and refurbishment services. A dedicated Service Delivery Manager will be assigned to ensure smooth service delivery and maintain a strong relationship with the Customer. Galtec leverages Microsoft partnership benefits to escalate critical incidents for expedited resolutions to build related issues. The Customer will provide necessary infrastructure and licensing, while Galtec offers unlimited Service Desk support for speedy device imaging. The agreement covers device tracking, stock replenishment, and the disposal of devices at the end of their lifecycle. All devices and equipment in Galtec's possession will be maintained in good condition, insured, and identified as belonging to the Customer. Data security and compliance are upheld during the entire service.
Service Delivery Management
At Galtec, we understand that a seamless service delivery experience is crucial to our customers' satisfaction. To ensure a smooth and efficient partnership, a dedicated Service Delivery Manager (SDM) will be assigned to Customer. The SDM will act as the primary point of contact and foster a strong relationship with customer stakeholders to drive successful service delivery.
Galtec SentinelONE EDR Managed Service
The Galtec SentinelONE EDR Managed Service ensures comprehensive endpoint security for the entire device estate. This service deploys and maintains the award-winning SentinelONE EDR agent on all devices, equipped with the latest version and signatures for optimal protection. The SentinelONE EDR platform provides multiple layers of security, including AV signature-based scanning and advanced features.
Galtec BitDefender Managed Service
The Galtec Security Manager Managed Service offers comprehensive endpoint security management for the entire device estate. With our expert team at the helm, we guarantee the deployment and continuous monitoring of the award-winning BitDefender solution via the NCentral monitoring platform, ensuring they have the latest version and updates for robust protection against potential threats.
Galtec Windows and 3rd Party Patch Managed Service
The Galtec Windows and 3rd Party Patch Managed Service provides complete assurance that every device in your estate will always have the latest Microsoft and 3rd party patches, keeping your systems up-to-date and secure. The managed patch service is only available for Windows devices. MacOS, iPadOS, iOS and Android devices are not covered by the service.
DNS Agent-Based Content Filter Managed Service
The DNS Filter Agent-Based Content Filter Service provides comprehensive and robust content filtering for your organisation's network. By leveraging advanced DNS filtering technology, our service ensures a safe and secure internet browsing experience for all users, regardless of location.
Galtec Managed Off-Site Backup Service
Galtec’s Managed Off-Site backup service provides a reliable and efficient solution for securing your critical data off-site, ensuring business continuity and data protection. Galtec provide expert management and proactive approach to the off site backup management of your systems with daily backup checks which provide reasonable efforts to remediate issues immediately upon detection. The nature of backups means it is inevitable that there may be times when the service or some aspect of it are not available and Galtec engineers will work to keep unavoidable interruptions to a minimum.
Customer Satisfaction Surveys
Galtec are committed to continuously improving our services based on valuable Customer feedback. As part of our commitment to excellence, we conduct scheduled customer satisfaction surveys to gauge your level of satisfaction with our services, identify areas for improvement and ensure that we are meeting your expectations.
Asset Repair, Disposal, Data Sanitisation and Destruction
We understand that device downtime impacts productivity. Our repair services are designed to minimise disruption and keep customer operations running smoothly. We also prioritise data security, with our partner’s data sanitisation and HDD/SSD/tape destruction services following the highest standards of security and compliance using Certus Erasure Tools. Additionally, we offer two distinct services to help businesses responsibly manage their end-of-life IT equipment.
