Support Options

Hourly Support

DWW provides hourly IT support as needed. Can be used for example:

• Hourly IT support as needed
• Utilize during an evaluation phase before engaging DWW for a long-term relationship
• Need immediate assistance
• Small project or upgrade

DWW Lighting & Technologies provides free, detailed proposals that outline the scope of the project, the tasks involved, the timeline, and the costs. Projects are generally quoted and priced on a fixed-price basis so DWW bears the risk of cost overruns. We utilize best business practices and professional project management principles while providing constant and regular communication and status updates throughout the duration of the project.

We handle small and very complex projects for our clients. Here are a few examples:

• Server Rollouts - new or additional servers or migrating from an old server to a new server
• Desktop Replacements - rolling out a few or a lot of new desktops – with little or no disruption in work flow
• Remote Branch Offices - connect to the main office via site-to-site VPNs
• Software Upgrades - upgrading current software platform or migrating from one software platform to another
• Network Upgrades - deployment of new network architectures such as routers, switches, load balance, etc

Service/Maintenance Agreement

Our service level agreements are discounted, monthly plans that provide a set number of support hours each month – support 24x7x365 – this includes regular business and after hours, weekends, and holidays. We utilize those allocated hours throughout the month for any issues or routine maintenance to sustain the highest level of performance and stability possible. With this agreement, you get a higher level of support, predictable IT support costs, and the flexibility to easily adjust the kind of support you require from DWW. Service/Maintenance Agreements can be used for (but is not limited to this list):

• Monthly support and maintenance of networks, servers, or telecommunications systems
• SQL server or SQL development
• Web site support, updates, and maintenance
• Security updates, patches, backup process, upgrades
• Technical support normally handled through a Help desk support line – can be done by phone or e-mail
• Monthly reports