Technical Support
LAIC offer a full range of high quality support services designed to keep the ATRAK©suite of ATC systems up and running. Provided by a team of highly knowledgeable and proficient engineers, helpdesk staff and technical specialists, and supported by extensive technical facilities for both on-site and remote services – LAIC Support Services allow Air Navigation Service Providers to focus on their core business.
Service you can measure
All LAIC’s support contracts are structured within the framework of a Service Level Agreement (SLA) to meet the companies needs. The service can be offered during standard office hours Monday to Friday or any combination up to full 24 x 7 support dependant on the crtiticality of the system and the needs of the customer.
The service response can be agreed at the outset or can be modified during the term of the contract, should the need arise. LAIC's standard service is based on 4 or 8-hour response but can be reduced to 2 hours on certain 'critical' components. Where necessary LAIC can provide a complete onsite service offering immediate response to an incident.
A complete support package
A LAIC support package can cover individual Workstations, Servers, LAN or WAN network, Operating Systems, Database and Database Software, Standard desktop and Core Business Applications as well as all ATRAK specific ATC applications. Within the agreement LAIC can incorporate a number of additional services, as required, such as Helpdesk Services, Disaster Recovery, Procurement and Asset Management. LAIC support services deliver the following benefits:-
- Peace of mind service
- Fixed price charging billed monthly or quarterly
- Choice of service – response or onsite
- Flexibility of response to meet your particular organisations needs
- Routine maintenance to ensure optimum performance and stability
- Ability to add additional services as required
- Protection of investment covering Hardware, Software and Data Assets