Support Services

RivaNET offer the following Support Services:

  1. Remote Support

    RivaNET operate a technical support helpdesk, available to deal with your support issues remotely from 8:00am to 5:00pm Monday to Friday. Calls may be logged via telephone, email or directly into our on-line support ticketing system. Our team of qualified engineers will utilise various support tools to assess your issue and then implement the appropriate resolution. If a resolution cannot be applied remotely, then this support call will be escalated to our on-site support team.

  2. Specialist Support Services

    Specialist support services can be provided for very specific systems and applications. These include, but are not limited to, Aruba wireless, phone systems, server and desktop virtualisation, SmoothWall firewall and content filtering, and Veeam.

  3. ‘Hit-List’ On-Site Support

    This is a pre-booked service where an engineer attends site on a specific date and time to resolve any issues at the school. This helps a school to manage and control their IT support costs by booking engineers for a set number of visits through the school year. Schools find this an extremely valuable service and all of our customers utilise this to either complement their internal IT team or as their only method of on-site IT support. Additionally whilst on-site, the engineer will review key components and processes, including checking that backups are successful, anti-virus updates are being applied, server disk space is adequate and errors in file server logs are dealt with. Where appropriate the Engineer may also make recommendations for senior management to consider.

  4. Emergency On-Site Support Team

    RivaNET offer a service that customers may call on to resolve issues that require an engineer to visit site. This gives our customers the peace of mind that an appropriately skilled engineer with relevant tools or parts can be on hand to implement the necessary resolutions. Qualified engineers can repair PC hardware right the way through to helping you to recover from more serious failure of server or network equipment.