I-CARE is delivered by a combination of our friendly IT experts and the latest remote monitoring techniques so you can be confident that your IT system is getting professional attention to keep it performing at an optimal level. We’ll deliver peace of mind and reduce your IT support costs.

Traditional vs. I-CARE Support Model

Traditional Support Model	I-CARE Support Model
Reactive, break-fix mode Unpredictable failures discovered by customers 85% of issues resolved onsite Focus on getting the system up Dedicated engineer – One engineer must have multiple skill sets Unable to support customers’ regional offices due to little visibility of the environment	Pro-active, preventative mode Red flags discovered and fixed through real-time monitoring before failure happens 80% of issues can be resolved remotely Focus on keeping the system up Task focus – Domain specialist Ability to support customers’ regional offices remotely and travelling users

I-CARE Methodology

I-CARE programme includes a group of I-CARE Reps (fondly known within LANWorks as “care-bears”) who will act as the customer’s representatives. Their primary purpose is to ensure all customer calls are handled diligently, escalated when appropriate and the customer kept informed of progress along the way. They have access to and the right-of-challenge at all levels so as to progress resolution of any customer call.

Escalation level	Roles	Responsibilities
1	Customer	Customer calls I-CARE Reps for assistance
2	I-CARE Rep	Upon receiving the call, I-CARE Reps will take down customers’ comments and evaluate their cases. Individual case will be escalated to various domain specialists according to the customer issue.
3	Domain specialist	Domain specialist will assist customers with their issues and update I-CARE Reps of the status regularly.
4	3rd Party Vendor	For special cases, I-CARE Reps will escalate issues to third party vendor be involved to resolve the problem.

At a glance, essential reports will tell you everything you need to know:

1. Who is using the system?
2. Are your machines getting too old?
3. Who is running out of disk space?
4. Are your software licenses up to date?
5. Are you aware of the changes made to each machine?

 

Our Automated Preventative Maintenance

1. Daily health checks (e.g. event log, disk space, CPU monitoring)
2. Antivirus updates
3. Back-up verification
4. Updates to address system security vulnerabilities
5. Configuration management
6. Virus detection, elimination and protection