Support Call

Premium Support Agreements

A Premium Support Agreement (PSA) will allow your organisation to continue with direct access to the OIA support team for standard maintenance support, as well as provide premium support services such as “hands on” troubleshooting of support issues, monitoring & alerting, and basic administration.

An OIA PSA is a fixed price agreement which covers support over and above the standard iManage Maintenance agreement, allowing our clients access to comprehensive additional support services plus features such as monitoring & alerting and 24x7 support (optional).

Key Benefits

Budget ahead for day-to-day support requirements

Fill the support and maintenance gap 

Hands-on troubleshooting

Proactive monitoring and support

Reduce reliance on internal IT for iManage issues

Monitoring & Alerting

Monitoring and alerting improve reliability, through proactive notifications of what needs to be fixed, before employees and customers are impacted:

> Core Services & Logs

> Infrastructure 

> Notifications

What does the PSA include?

 

  • Access to the OIA support desk via telephone with tickets raised via the OIA support portal through customer champion(s) or outsourced IT provider / internal IT resource

  • Access to OIA’s ticketing system

  • Basic iManage Administration activities on request 

  • Hands on review & troubleshooting where required

  • Hands on implementation of configuration changes

  • Installation of critical server patches or updates where required for issue resolution (*not including system or component upgrades)

  • Recommendation of client patches or updates where required for issue resolution (*assistance with deployment or validation of client updates can be quoted as needed)

  • Identification & handover of non-iManage related issues

  • Installation/updating of signed certificates (provided by the client) on the iManage Server components (as appropriate per on-premise, iManage Cloud, or OIA Cloud)

  • Quarterly online meetings to discuss upcoming releases, known product issues, ticket reporting

  • Troubleshooting of agreed integrated products

At the Office

Managed Service Agreements

Technology changes fast, as does the security threats that businesses of all sizes face.  Managing day to day operations of your Information Technology can be time consuming and costly if not done properly.

 

OIA’s Managed Services Agreements are designed to remove the responsibility from you to us, leaving you free to run your business, with the comfort that your IT is being managed by qualified staff in a cost-effective manner.

 

We have comprehensive technical and business experience to provide a solid, cost effective IT platform as well as the ability to guide and advise our clients on the latest trends.

What are the benefits of a Managed Service Agreement with OIA?

> One flat fee per user per month giving you a predictibile spend on your IT support

> Unlimited phone support

> Mitigation of risks

> Real-time monitoring of your IT systems

> Automation of critical security and feature patches

> Removing the need to manage IT support in-house

> Reducing cost of your IT support 

What does the Managed Service Agreement Include?
Monitoring & Support

OIA can provide Real-time monitoring & management oversight of your network and IT assets 24x7. This ability to continually monitor the stability and security of your IT network ensures maximum network uptime, increasing your efficiency and focus on the core business functions. 

IT Audits

OIA will work with you to determine what level of risk your business is currently exposed to. This will include backup schedules, hardware, software and your current processes for recovering from a disaster. 

Software

OIA partners with many leading software vendors including Microsoft, Symantec, Storagecraft, Veeam, DocsCorp, WorkflowGen and iManage to name a few, in order to deliver on our customer requirements to a high standard. Together with our vendors, we will work with you to determine the best solution, tailored specifically to your organisation.

Software

OIA partners with HP and are the only authorised reseller for Synology in Western Australia. OIA also work with Aruba, Cisco, IBM, APC, Eaton, Sophos and many other vendors to deliver the best solution for our customers’ requirements.