Technical Support
At Aloha Technical Solutions, we know that a proactive approach to maintaining a healthy system will save you money. We know that "one size" does not "fit all"; therefore we customize our services with a tailored support program that meets your business needs and works with your budget. Our techs are also available to support you on an "as-needed" basis.

Here are some ways that Aloha Technical Support can help your business:

• 24/7 Emergency On-site Support
• Scheduled On-site Maintenance
• Phone or Help Desk support
• Email Support
• Remote Support
• Priority Bench Support
• Managed Service Agreements

Aloha Technical Solutions can deliver comprehensive technical support 24 hours a day, 7 days a week to its customers.

24/7 Emergency Response
As part of our commitment to premium support options, Aloha Technical Solutions offers 24/7 emergency response. Now you can call any time of day or night and your call will be answered by a knowledgeable technician. Our technicians respond to all critical emergencies.

Scheduled On-site Maintenance
At Aloha Technical Solutions we take a proactive approach to computer network health. A regular visit from your Network Specialist can go a long way to keeping your systems current and functioning properly and almost always reduces the need for emergency support.

Phone or Help Desk Support
Need an answer or fix right away? Our staff is available to assist you with issues over the phone. Our techs are trained to quickly determine whether your issue can be resolved over the phone or if you require onsite assistance. Telephone support is available during normal business hours.  Custom support hours can be arranged for as part of a monthly service contract.

Email Support
Need an answer or fix with instruction via email? Our staff is available to assist you with issues over via email.

Remote Support
Remote Support can be scheduled in advance for general maintenance or requested as necessary for problem resolution. Our technicians can connect to your systems remotely to maintain, troubleshoot issues, and even perform repairs. Remote support does not totally replace scheduled visits but, when used to supplement Scheduled On-site Maintenance, it can reduce your overall support cost. Remote support is billed in 15-minute increments.

Priority Bench Support
When you drop a pc or laptop off at our office, you will receive quick and professional service. We call this Priority Bench service. Just how quick? Well, if you drop off your system by 1:00pm Monday through Saturday, you are guaranteed that someone will start working to resolve the problem that same day and an update provided by the end of day. Drop off your system after 1:00pm, and you are guaranteed to hear from us by noon on the next business day.

Managed Service Agreements
At Aloha Technical Solutions, we don't believe in the "one-size-fits-all" support relationship. A service agreement is designed to provide you with the level of service you need. We review Managed Service Agreements regularly to ensure our clients are getting a proper level of service.

We offer three base contracts that are then customized to your needs.

Block of Hours Service Contract
Blocks of service hours may be purchased with rates set according to the range of hours purchased (price advantage for larger blocks of hours). Clients may use the hours for any type of service necessary including design, new installation, troubleshooting and repair, migration, training. A certain amount of these hours may be set aside for regular periodic maintenance or monitoring.
Generally, this would be suited to those requiring on-call type of support or if a large project is about to be undertaken.

Monthly Service Contract
A monthly service contract is available for those who would like a service contract that is based on regularly scheduled or on-demand services such as maintenance, installing updates, design, new installations, troubleshooting and repair. A monthly service contract provides a feeling of security about your IT infrastructure. Remote monitoring can be added if necessary. Typically, the services are for up to 6 hours per time period.
Generally, this would be suited to businesses requiring either on-call or more a comprehensive type of support.

Retainer Fund Service Contract
Instead of buying a block of hours, a Retainer Fund is established in blocks of $1000 units, which is then billed against using the preferred rates for our technical staff. We have three categories of staff: Consultants, System Technicians, and System Engineers/Architects. Those clients that have varying needs which require different expertise or wish to use specific System Engineers and need to be billed according to the type of job or expertise required could buy a $5000 Retainer Fund block. This is the most cost effective approach for clients because they are only billed according to the type of work performed. One could also add to the contract a certain amount of preventative or monitoring hours per month. This is good for clients with varying needs. For all of these options, we will assign a technical person as well as a service manager to be the primary point of contact. This assures the same people are dealing with you and know your equipment, the IT services and configurations and your staff.

Our Key partners include:

• IBM
• TSMManager
• Cisco
• Checkpoint
• ISS
• VMware
• Network Appliance
• Microsoft
• Novell/Platespin
• Symantec/Altiris
• Persystent Technologies