Support Solutions

IT SupportScheduled network administration is assigned to a dedicated senior support engineer who, working closely with the account representative, gains knowledge and understanding of both the network infrastructure and management’s technology goals. The UNA support engineer fills the role of both network administrator and support technician, handling proactive support and end user issues that may need to be addressed during the scheduled appointments. Regular administrative visits for your company are recommended at least one day per month, where the support engineer comes in for a day and performs a preventative maintenance checkup. These proactive appointments include but are not limited to the following:

  • General Computer Network Administration and Support
    This option calls for frequent visits (weekly, bi-weekly or monthly) because this is when users get the support they need to effectively utilize the resources of the network, including applications and hardware. During this visit, we provide network and user support as well as general network administration. We also check the health of the server, network and workstations, and verify on-site backups.
  • Complete System Performance Evaluation
    Are all systems operating optimally? An evaluate the file server, workstations, network topology and printers are sometimes needed to identify bottlenecks and improve overall system performance.
  • Business Continuity Assessment
    Provides an excellent management report to show where you are with performance, fault tolerance, security, physical environment for the equipment, malware protection, power, disaster recovery, and more.
  • Malware and Threat Assessment
    Check for malware / virus protection on servers and workstations and make sure updates are performed regularly.
  • Disaster Recovery Audit
    Is there a plan in place to recover from a disaster like a fire or flood? Develop a plan to temporarily relocate or gain access to loaner equipment in case equipment is destroyed or unusable. Check for redundancy and fault tolerance.
  • Network Analysis and Recommendations
    Identify ways to improve network speed and efficiency. Make sure the server is capable of handling user demand.
  • Network Documentation
    Diagram and document the network. Identify important network addresses. Identify network topology
  • Equipment Inventory
    Identify the hardware currently being used. Document the speed, RAM, hard drive space and monitor type on workstations and servers. Document LAN hardware and printers.
  • Hardware Preventive Maintenance
    Maintain and optimize all hardware components including printers.
  • Operating System Evaluation
    Are all operating systems using the latest secure revision? This includes servers, workstations, and network equipments that require these security and maintenance updates.
  • Application Software Review
    Version evaluation, software standardization, and document the software being used.
  • Level of Computerization
    Identify technologies that would improve office automation, including faxing, modems, Internet access, Intranets, email, remote access, scheduling, calendars, accounting systems, customer relationship management, etc.
  • Employee Usage / Training
    Is each user getting the most out of the available hardware and software? Train users on existing hardware and software to increase productivity and efficiency.
  • Advanced Services 
    UNA Advanced Services division is a group of advanced level systems engineers who directly support both the account representatives and the customer support department. UNA engineers have advanced level technical certifications and specializations, and are used primarily to assist account representatives with the implementation of higher level project work and support calls.
  • Remote Network Monitoring
    United Network Associates can assign a service to remotely monitor pre-determined components of your network. Should a component fail or critical errors occur during regular business hours, both the UNA support department and an assigned representative of your company will be notified, and a plan of action to correct the problem will be implemented. Should an alert occur after business hours, the representative and support staff will receive an alert via text message and email so that actions can be taken to rectify the issues before the next business day.
  • Customer Support
    Issues reported to United Network Associates that require immediate response should be directed through your management department or IT personnel. They will then contact the appropriate UNA support department designed to respond to emergency situations by having a support technician on-site within 2 hours in most cases. A call to our service manager will enable him to deploy one of our 10 support engineers or technicians to your site to start resolving your problem promptly.