TP Systems offers a customized, proactive support plan that is tailored to the needs of small organizations. This includes:

• "Up-to" support hours for onsite labour;
• Proactive monitoring services for mission-critical devices and subsystems (i.e., backup, anti-virus management, patch management, etc.);
• Email Defense to eliminate spam, viruses and other email threats;
• Incident management to ensure all service requests are recorded, tracked and reported;
• Optional Service Desk support to provide immediate support for your associates needs.

Support Hours

Support hours are the labour component provided within the Proactive Support Plan. Support hours can be pre-purchased in blocks of four hours. At a minimum, the support hours allocate time to maximize availability of the devices that are being proactively monitored. The professional technicians who deliver these services are members of the TP Systems technical staff. They are constantly being trained on new technology from our technology partners and supported to attain the most up-to-date certifications in the field.

Incident Management System

TP Systems leverages an incident management service and asset solution built on a configuration management database (CMDB) and incorporating the industry-standard best practices of the IT Infrastructure Library (ITIL) from the ground up. All areas of service – incident, problem, change and asset management – are built on the same, modern development platform, run off the same database and are fully integrated with each other.

The Incident Management system is Web-based. As such, it is scalable and can be leveraged by end users (if required) to open, view, and track calls. The system allows for complete visibility of all open calls by end users or IT management (or as required). This total overview gives direct visibility into the types of calls being opened, times to close, and possible training issues associated with repeat incidents.

TP Systems recommends using our Incident Management system in conjunction with our Enterprise Service Desk and Proactive Systems Monitoring to provide a complete centralized location for ALL IT-related incidents.

Proactive Systems Monitoring

Proactive Systems Monitoring is designed to assist clients in maintaining and supporting their IT infrastructure. Proactive Systems Monitoring allows us to remotely support client IT infrastructures 24 hours a day, 365 days a year. It is a flexible offering that includes monitoring and reporting, alert management and resolution, and a host of preventive IT support tasks in one complete package to assure optimal infrastructure performance.

Proactive Systems Monitoring services combine fault, asset, performance and support in one complete package.

Enterprise Help Desk Support (Optional)

An accessible Help Desk is your best weapon against costly downtime and is often the key to a highly productive enterprise resource structure. However, designing and maintaining a comprehensive help desk program is a complex challenge. That's why organizations turn to TP Systems. Our staff has a proven track record in designing, implementing, managing and maintaining help desks. Although we have a standard offering, our service is easily tailored to your unique needs.

Email Defense

Your organization needs effective, reliable protection from spam, viruses and other email threats, not more administrative headaches. Email Defense includes:

• Advanced Spam Blocking
• Virus and Worm Scanning
• Content and Attachment Filtering
• Fraud Protection
• Email Attack Protection
• Outbound Message Filtering
• Sophisticated Quarantine Management
• Around-the-clock Monitoring and Protection