IT Support Services

SERVICE LEVEL AGREEMENT

Professional IT management and support services of network infrastructure systems for SMEs and large corporate clients.

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ONSITE IT SUPPORT

Our experienced staff will take care of all your ICT queries including maintenance, upgrades and general day to day issues.

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REMOTE SUPPORT

Need a fault resolved quickly? As long as you have an internet connection we can assist you remotely with your query.

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MANAGED IT SERVICES

We will monitor your system, provide a detailed report on the health of your system, and carry out ICT asset management.

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Supima’s IT outsourcing services encompass everything from individual employee workstations through to advanced services in a high-end multi-server-centric network, focusing on large corporations and the SME market. We will design, install, manage and support your company’s ICT infrastructure.

Service Level Agreement (SLA)

Providing an outsourced IT department that encompasses all the services of:
Onsite IT Support, Remote IT Support, Telephonic IT Support and Managed IT Services

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Supima offers professional IT management and support of network infrastructure systems for SMEs and large corporate clients. IT support solutions will be structured to suit your specific business requirements.

Supima’s SLAs facilitate a combined proactive and reactive approach. This way you are afforded peace of mind that your IT environment is up-to-date, consistently available, more stable, and secure. IT matters are handled in the quickest time possible, thus saving you time and money, and ensuring unhindered productivity of your work.

With our team members averaging 12 years IT experience, you can be assured that we have a broad range of knowledge and experience. This in turn means that we are adept at managing complex server infrastructures and network configurations across various business sectors.

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Fixed Fee Support Plan

  • Unlimited IT support for a fixed monthly fee.
  • Includes all monitoring and maintenance.
  • Includes scheduled onsite weekly appointments.
  • Unlimited remote support.
  • Unlimited ad hoc call outs

Block Hours Support Plan
Provides for an agreed number of hours each month for which all maintenance services, onsite and remote support services are deducted.



Onsite IT Staff
Permanent onsite IT staff on a full day or half-day basis.

Onsite IT Support

We fully understand that each company is different. We will spend time with you to better understand your environment, and tailor-make a support solution that best suits your individual requirements.

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  • Scheduled weekly support
    Via an SLA

  • Dedicated Onsite Support
    Engineer/s onsite on a full day or basis (via an SLA)

  • Adhoc / Pay-as-you-go onsite support
    No contracts – only pay for it when you need it.May be preferred by smaller clients with a simple IT infrastructure set up or in situations where a company’s IT problem is beyond the scope of their in-house support person.Most commonly used as a reactive solution to deal with IT problems as they arise, at the desktop, server or network level.
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    Server Support

    • Network and WAN management
    • High-level server support
    • Server administration and software maintenance
    • Software patch updates
    • Directory services administration
    • Manage file and print services
    • On premise and hosted Exchange administration
    • Scheduled Preventative Maintenance
    • Complex fault finding and troubleshooting
    • Security management – firewall, virus and spyware updates
    • Backup management
    • Optimisation of server performance
    • Server virtualisation setup and management
    • Software installations and configurations
    • Installation and implementation of attached hardware
    • Management of hard drive resources – prevents storage issues & server crashes
    • Analysis of server event logs can identify issues before they create network problems
    • Disaster recovery
    • VPN setup
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    Workstation Support/ Desktop Support

    • High-level desktop support
    • General desktop administration and user support
    • Installation of peripheral hardware
    • Installation and configuration of legal software
    • Software patches and security updates
    • Complex fault finding and troubleshooting
    • Virus and spyware management
    • Optimisation of desktop performance
    • Desktop standardisation throughout organization
    • Data migration
    • Printer issue resolution
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    Network Support

    • Network administration
    • Isolation of bottlenecks and associated problems
    • Network troubleshooting
    • Router and firewall configuration
    • Wireless LAN setup, management and support

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Email for more information or arrange an appointment so together we can assess your IT support requirements

Remote IT Support

We fully understand that each company is different. We will spend time with you to better understand your environment, and tailor-make a support solution that best suits your organization’s individual requirements.

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Our experienced team of network support engineers will be able to take remote control of your system (workstation or server) -with your permission, and guide you through the solutions step-by-step.
Useful for faster IT problem resolution and performing proactive system maintenance.
The best part is that you don’t even need to leave the office or your workstation to implement these solutions.
Remote services are included in all SLA agreements.
  • Remote Software Support for Servers
  • Remote Software Support for Workstations
  • Unlimited Remote Support Instances (for contract client)
  • For more complicated problems that cannot be rectified remotely, an appointment will be made for a support engineer to provide on-site assistance
  • Rapid response times
  • Reduce system downtime
  • Quality customer care and support
  • Increased client staff productivity
  • Efficient, Affordable, Safe and Secure
  • No travelling time means lower costs and less time wasted
  • Convenient where on-site visits are very difficult, possibly due to location of client
  • By physically seeing the problem, Supima is able make a quicker more accurate diagnosis (versus phone and email), allowing first time resolution of problems. Less frustration
  • Fewer calls and shortened call lengths
  • Transparency between user and support staff. Client is able to witness and better understand the added service provided and thus the service value

*Remote Support is Subject to Remote Access Availability (Dependent on Client’s IT Security and Internet connectivity)
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Managed IT Services

Properly managing an IT environment is critical to any size organisation to maintain unhindered business continuity. Our remote monitoring and management solution is capable of monitoring, managing and reporting on all the IP enabled equipment within your IT network. This promotes better efficiency and the reduction of costs through remote services and IT service automation.

Proactively address minor issues before they become larger problems

Manage-Services
  • System health Check
  • Server and network monitoring
  • Remote management tasks
  • System health Check
  • IT services automation
  • ICT Asset Management
  • Remote network monitoring and management of all IP enabled devices – Alerts are sent when defined thresholds are reached.
  • Remote automation of important routine manual tasks
  • IT asset management – hardware and software tracking
  • Backup management and status reporting (Software dependant)
  • Anti-virus management
  • “Self-healing” – Certain problems fixed without technician intervention
  • Reporting – tracking and log reporting
  • Scheduled preventative maintenance
  • Reduce unnecessary call outs and costly downtime
  • Proactive support – Preventative measures result in maximised uptime
  • Improve security
  • Improve performance
  • Fewer disruptions
  • Reduce vulnerabilities – less probability of unexpected network failures
  • Predictable costs – consistent monthly IT fees
  • System automation – software standardisation across an organisation, keeping systems up-to-date and protected
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Email for more information or arrange an appointment
so together we can assess your IT support requirements

Why choose Supima Technologies as your preferred partner?
  • IT support services in Johannesburg and Cape Town
  • Benefit from the collective skills, knowledge and experience of a team of IT professionals, averaging 12 years’ experience in the ICT industry. Out team has a combined average of 12 years’ experience in the ICT industry
  • Flexibility – we have multiple resources available to us.
  • Reliability and integrity
  • Commitment to service delivery
  • Friendly and approachable staff
  • Your organisation’s every IT requirement covered under one roof – from procurement of IT hardware and software, to equipment repairs, to networking, to support.
  • Regular proactive maintenance reduces probability of unexpected network failures.
  • Faster problem resolution with remote support services from highly skilled network administrators

What Our Clients Say

  • Carmen ROCKS!! Literally pressed 3 buttons… amazing I will now keep you on Speed Dial

    Mari Victor – Sit in Trend (Managing Director)
  • Please thank Reinhardt from me for always being so incredibly helpful

    Marianne Nolting
  • Thank you for your immediate response to my SOS. Really appreciated. Lost a lot of sleep over weekend wondering when this would be corrected. Carmen just comes in and without fuss or disturbance works at her own pace and sorts out the problems!!! A pleasure to work with her.

    Raymond Church ST Mungos (Accounts)
  • We have the services and support of Andrew Jones quite extraordinary. His whole approach to problem solving as well as his manner and politeness is outstanding and sets him apart. Without his support Iam not sure how Supima has an absolute gem in Andrew - I wish I could employ someone of his calibre

    Don Matthews – Solution Technologies (Managing Director)

Some of Our Clients