Overview:

• Does your business suffer from network downtime?
• Are you able to identify network issues before they occur?
• Are your employees losing time due to unstable network applications?
• Is your network performance contributing to the success or demise of your business?

LabRatsUK's support package is an all-in-one total management solution. Many clients however require us to tailor this package to suit their individual needs - which we see as an important asset to the services we offer.

Our helpdesk service is available 24/7 which ensures accurate job tracking and escalation throughout to give you the fastest resolution possible.

LabRatsUK offers high quality network infrastructure solutions designed specifically to the requirements and needs of your business.
Whether you are looking to outsource your Help Desk or entire Information Technology department, our line of support services is there providing 24/7 support to your organization.

Our line of support services offers a simple convenient package that fulfils most customers I.T. needs and eliminate the need for all non-specialized I.T staff. Our staff handles routine installations, configurations, and user support.

For small businesses, this is frequently the only I.T support that is necessary. With larger organizations we can arrange for a technician to be at your disposal onsite full time or part time depending on your I.T requirements.

This can range from computer virus information, help for laptop issues to problems where you just need some friendly advice.

I.T. Support:

LabRatsUK is the preventive proactive I.T. support company

The rationale behind outsourcing is that it improves the customers return on I.T. investment in some way. Some companies look to save money, others outsource to improve the skill set available to them. Yet more companies are now doing this as outsourcing reduces the burden on management.

LabRatsUK provides a unique package:

Our telephone, web, email and remote support is unlimited. Your network is constantly,monitored for possible faults.
Proactive/ Preventive I.T. support saves you money both directly and indirectly. Directly as many I.T. support companies charge you every time they support your office, or even every time you call them, it is in their interests for you to go on having problems. We are so different with the I.T service we provide as RDS, telephone, email and our web help desk system is included and free to use as many times as you want. All of this for a fixed monthly cost.

Every minute your staff spend dealing with I.T. issues outside of their core job role has a direct effect on your bottom line. Our support engineers minimize that time and therefore save you money. How does that compare to any outsource support you currently use?

We are your single point of contact for all your I.T. issues. No matter what the problem, we will do everything we can to resolve it before passing it on to others. We hold a full list of your suppliers, your warranty details and a full inventory of your hardware and software. If there is a problem, a simple phone call to LabRatsUK allows you to get on with your work and leave us to do the chasing.

Our staff will work with your employees to resolve all types of issues, and with RDS (Remote Desktop Support) we can remotely connect to their desktop to solve problems directly saving you callout charges and time waiting for enginners to arive.

Web Help Desk Support:

Our web helpdesk is a fantastic web interface into our support database. The WEB interface allows access to the helpdesk information via standard WEB browsers using ordinary HTML 3.2 (no plug-ins or JAVA required). This allows all of employees to gain access to the system and see the status of their requests.

LabRatsUK Page4

Backup Mail Server Service

Does your business host it's own mail server? What would happen to your mail if your Internet connection or server was unavailable? What sort of impression do your customers get when mail gets bounced back to them as 'undeliverable' or 'delayed'?

If you've ever suffered an ISP outage or email server failure, you'll know how important having a secondary email server, off-site, on an independent connection is.

By using a backup mail server you can ensure that mail sent to your organisation is never lost. In the event that your primary mail server is not available for any reason, all mail is automatically sent to one of our backup mail servers instead. Our systems will automatically forward any stored mail to you when your server is back on-line.

Web hosting

LabRatsUK provides low cost web hosting packages including high quality webspace and web services for your website.  Our service includes free customer and technical support along with the fully featured, reliable yet cheap web hosting packages which are excellent for many types of website such as: business and other media-rich websites. There are no set up fees on hosting orders, and activation is instant.

Public DNS managent

Let the professionals handle your DNS, We'll configure your DNS for you and make changes on request as required. No need to understand the intricacies of DNS, just tell our friendly staff what you require and we'll make sure it is implemented in a proper and efficient manner.

This public dns service is controlled by people you can rely on to be proficient with DNS who will configure your zones for you, you can rely on us to get it right first time.

Just some of the many advantages of LabRatsUK dns service

• Make changes anytime your want.
• They happen live, no waiting for your ISP or other DNS host that sometimes can take 6 - 12 -24 hours to change and take efffect.
• Greatly increases your fault tolerance
• Dns fail over
• Can improve your site performance
• Very economical and efficient service
• Minimum of 4 Geographically separated dns servers carry your zone information
• UK, USA, and other European dns servers as standard
• Round Robin and load balancing
• Wildcards
• Sub domains

RDS

Can you afford to wait for an engineer?

RDS offers instance diagnosis and solutions without the call out fee, saving your company time and money

LabRatsUK continues to exceed our customer’s service expectations by offering “Remote Desktop Support”, a unique customer service tool that allows us to trouble shoot just about any problem you might be experiencing with your system, no matter where you are located.

LabRatsUK

Remote Desktop Support allows our engineers to gain real time access to our customer’s desktop, resulting in the instant sharing of information. Technical issues tend to be diagnosed and resolved in a more timely fashion because our support technicians are able to visually witness the actual problem you are experiencing. No matter where you might be located, our technicians will be able to assist you beyond the traditional phone support you might receive from others. We’ll save you the time and money it would cost for a call out or to ship your system overnight to fix the problem and trouble shoot the problem in an instance

Server Support

Our highly experienced technicians setup and manage your servers for you. We manage your File Servers, Database Servers, Web Servers, Email Servers and Backup Servers.

Any server requires ongoing maintenance, continual configuration & regular checking. Managing your servers is vital to their uptime & their capacity.

We view server management as crucial to maintaining healthy networks. A virus on your server can easily be transferred across your whole network.
If your server goes down then your workforce will be unable to log on, unable to browse e-mail & the web, unable to get to shared network resources, obviously resulting in......................

Remote monitoring of servers also comes as standard with our Support package.

Q. Will you support our ERP system? How can you possibly know everything about all applications?

We are technical experts in general-purpose operating systems and in mass-market applications like office applications and e-mail servers. For industry specific applications, we will support them if the customer maintains a support contract with the original vendor that gives us a place to go with specific questions and a channel for receiving patches and updates. Without a support contract, we are unable to support niche applications.

Monitoring

Firewall

As the internet continues to increase in popularity so does the threat from viruses, worms and malicious code. By managing the information that is transmitted through the network of an organization companies can collect all the benefits of the internet without being affected by the disadvantages of it.

Companies today use the internet as an essential tool to maintain their daily commercial activity, without it most companies would not be able to operate. With this dependence come security threats and breeches in company policies, resulting in more and more companies introducing restrictions on how and when employees access the Internet.

The primary means of securing a private network against penetration is a firewall. Simply put, a firewall is an access control device, performing perimeter security by deciding which packets are allowed or denied, and which must be modified before passing. When implemented as part of a comprehensive security policy, a firewall can provide effective defence against unauthorized access by external users.

Maintenance

We provide a comprehensive I.T. maintenance service for our clients. We help prevent problems before they occur by keeping your I.T. infrastructure well maintained.

Our maintenance engineers have seen most issues that can arise within a network. We ensure they constantly keep up with advances in new technologies, whether it's hardware or software.

We tailor a maintenance package for your individual business. This can include anything you want it to: PC and Server maintenance, Network maintenance, e-mail maintenance & all I.T infrastructure maintenance can all be covered.

Computer network maintenance is as vital as maintenance on your car - it should be treated as an ongoing exercise.

This will allow you trouble free computing and fast, efficient responses if you do have problems. A well maintained computer, laptop, network or server is easier to fix in the event of a problem if maintenance over its life span has been kept to a high level. Equipment lasts longer and does more for if you keep it well maintained.

Maintenance of Your Individual Computer

Ensure: Anti-Virus software is fitted to prevent malicious programs entering the PC (mainly via e-mails) and also to help scan the PC from time to time for viruses
Your Anti-Virus software is kept up to date - If not updated with the latest Virus information then your PC is increasingly vulnerable to attack
Disk de fragmenting will help keep data together on your disk and so prevent unnecessary slower processing speed
Regularly download updates from the internet to keep your Anti-Virus and operating system software up to date.

Network and Server Maintenance

Whilst some of the issues with network and server maintenance are similar to PCs, a central problem can cripple your entire network. A more rigorous and proactive approach is advisable to prevent problems before they happen.

Regular checks on disk space as these can fill up rapidly Checks on event logs to foresee problems Security checks to ensure ongoing protection of your system and data
Anti virus and software patch updates

Services in detail

LabRatsUK offers tailored support packages to you and your business as we know that every company is different and require certain aspects of our support.

Support package:

1 Peripherals cover
2 Unlimited telephone support
3 Unlimited remote support
4 Unlimited site visits
5 Unlimited hardware breakdown support
6 Remote monitoring of servers

Our I.T Department infrastructure is proven to cut on-site engineer response times and allows us to support you to a high standard.

Our commitment to the business critical importance of virus and firewall concerns equates to a policy of fast solutions, total management, prevention and disinfections.

Notes - What You Get:
1 Peripherals cover : Connectivity of all peripherals specified is included in you Our IT Dept Support Contract. This includes printers, scanners, PDA’s etc.

2 Unlimited phone support ….…We are your IT department, you speak to our help desk about your computer network whenever you want to! You can:

Report problems
Ask general questions
Check the status of requests or of any part of your computer network.

3 Unlimited remote support………………Our in house dedicated remote engineers stay on the problem until it is fixed. This allows fast response times to any critical system issues.

4 Unlimited site visits……………... …………….. If we can’t fix it remotely we send someone!
Our help desk team diagnose the problem where possible whilst booking the request immediately into our extensive helpdesk or forward your call to the appropriate member of our team who can best deal with your issue.

5:Unlimited hardware breakdown support……..it’s what we do!
You only pay for broken parts that are replaced. If a PC or server has a broken component then, when we have determined the problem, correctly specified the replacement part and received your approval, we fit it and ensure all is working as expected. The PC or server then continues to be supported through the Support contract.

6 Remote monitoring of Servers……………Pro-activity is the key to great on-going relations!
Ongoing monitoring of servers involves log checking and preventative maintenance to minimize downtime. This involves:

Checking disk space issues,
Ongoing Anti-Virus audits,
Backup log checking to pre-empt,
Possible future failures,
Keeping your e-mail running from your end.
This includes all configuration work needed from your server or Pop3 email configuration to each PC,
Determining hardware faults & fixing them,
Fixing all network connectivity issues.

Also ensuring that all printers, scanners, PC faxes & other peripherals are all configured and working as required.

Day to day operations include:

Bug fixing
Patching
Windows updates
New user set-ups and deleting old users
Re-setting passwords
Logging in locked out users
Restoring deleted files etc.....

The list is endless! Can you afford to be bothered yourselves by this kind of highly necessary day-to-day tweaking?

All of this can all be actioned on your server without any interference to your business by LabRatsUK, all occurring without anything being wrong with your systems. This goes a long way to ensuring that when things do go wrong that we are available with fast response and fix times.

CCTV

As well as being optimal in crime prevention and crime detection, CCTV security surveillance systems are easy to use and provide peace of mind.

Systems to fit your budget, all with professional help and guidance.
Quality equipment used at all times.
We offer friendly, no obligation assistance and are able to guide you through the vast
technical world of CCTV with simple plain English terms.

LabRatsUK will tailor your CCTV to your company's needs and advise you on the installation.

Please contact LabRatsUK for more information on the CCTV services that we offer.

Useful links:

If your looking to recruit I.T. personnel

ApplauseIT

Telecommunications solutions

Ardencom

Page15

LabRatsUK

Executive Resource Group

Page16:

Page16

LabRatsUK Page16