Computer Network Support Services

Emergency Technical Support

Available to all clients including prospective new clients
Call our emergency technical support hotline at 239-919-5656
Call-in hours are weekdays 8:00 AM - 5:00 PM EST. Outside of those hours, our phone system will page a support technician who will respond your request
Every attempt will be made to resolve the issue with remote access
Emergency Support rates apply
Trip charge equal to $75 for Collier County and $75 plus mileage for Lee County

Normal Support - Service Level Agreement

For each our Managed Services Customers, INFINETWORK designs a specific service and support plan based upon business requirements, skill levels and budgets called a Service Level Agreement or SLA. INFINETWORK commits this plan to paper so that there are no misunderstandings. The SLA then becomes an objective measurement tool for each party to consult when determining performance levels and customer satisfaction

Proactive Technical Services

Typically, our client is a Managed Services Client. INFINETWORK’s Managed Services Platform includes a real time monitoring system that notifies us each time a key network element reports an exception
Since INFINETWORK’s monitoring system provides pertinent data describing the device and the exception, the right engineering skill set can be assigned to the problem. Often the device and exception can be resolved with remote access and an emergency can be avoided
In case of an emergency, Managed Service clients are charged their discounted hourly rate instead of our published Emergency Technical Support rates

INFINETWORK achieved status
of Accredited Managed Services
Provider from the MSP Alliance.