SUPPORT AND MAINTENANCE
We specialize in the provision of ongoing support, maintenance and on-site facilities management
to companies/organizations that who wish to either outsource a component of their ICT service
delivery or the entire IT function. The support contract is structured according to clients’
requirements taking in to consideration the nature of the clients business.

We structure the relationship through a service level agreement (SLA) which stipulates the operating
hours of our service desk as well as turnaround times expected from LUPHAHLA with regards to
resolution of ICT issues experienced by users. We have a service desk that acknowledges the issues
reported and immediately assigns to our technical team for resolution. The service desk is based in
South Africa and we provide support and maintenance services in the following areas:

•  Desktop - If the employee’s computer is not working properly, then they are prevented from
working properly as well. We provide Desktop support which entails resolving computers problems
as well as remotely deploying software and any other packages to desktops, using the latest
technology. We test the deployment using simulate environment to ensure 100% successful
deployment ;
•  Network - we ensure the network is available to clients and issues experienced are resolved in a
timely manner; and
•  Applications/Systems and Server - We resolve and application issues as well as providing pack-
ups of business data to ensure recovery and business continuity;
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