Butler Service-Fwone

Service Introduction

Irregular Inspection:

According to the user's IT status, we will periodically visit the user's site to provide services such as operating system upgrades, virus definition updates, temporary file removal, system optimization, and other related tasks. Additionally, we will follow the IT strategy and ensure the proper functionality of various devices including servers, network devices, and peripherals. This proactive approach helps prevent system failures, minimize downtime, mitigate business interruption, avoid financial losses, and reduce overall operating costs.

Help Desk Support:

Emergency Site Maintenance:

Based on experience assessment, if a problem requires an engineer's presence, help desk engineers will assign field engineers to address computer issues at the customer's location. Responding to the urgency of the customer's problem, field engineers arrive at the customer's site within the committed time frame to resolve issues and ensure optimal work efficiency.

Telephone Remote Support:

Fwone service desk provides telephone and remote connection support to solve the problem, such as client installation and configuration of mail system, connection of printer and other peripherals, installation of common software and troubleshooting of office software.

Unlimited On-site Service:

For critical issues, the response time is set at 2 hours, and for general issues, it is set at 4 hours. Offices across different locations can call the nationwide Fwone 400 service hotline. When Fwone Service Desk receives the call, remote support is provided. In cases where the issue cannot be resolved within 30 minutes, the Service Desk schedules a service engineer to arrive on-site to address the problem.

Service Content:

1. Computer hardware maintenance, including: host, monitor, hard disk, memory, mouse, keyboard, printer, basic network equipment and cable maintenance;

2. Computer software maintenance, including: general equipment (details refer to: general equipment list) and general software (details refer to: general software list) and non general software maintenance;

3. Regularly update the hardware and software catalog, configuration list and provide necessary services;

4. Cooperate with maintenance of local server and routing switch, such as system reboot, shutdown and status check;

5. Daily basic maintenance of telephone system (jumper and number setting, etc.);

6. Assist new employees to handle IT affairs and take charge of IT office software training;

7. Organize and coordinate it training;

8. Cooperate with IT to be responsible for desktop IT technical services within the scope of this contract.

9. Network troubleshooting;

10. System and network architecture analysis and description;

11. It equipment line arrangement of user station;

12. Mobile email settings;

13. Mobile phone VPN configuration;

General equipment list

	printer
	Copier
	Scanner
	Integrated machine
	Non programming network equipment
	fixed telephone
	camera
	Projector
	TV and peripheral terminal equipment

General software list

	Office series
	Pdf viewer, document, picture to PDF software
	Various browsers
	player
	Download a software
	chatting software
	translation tool
	Mobile phone, tablet and other terminal connection software
	anti-virus software
	Email: outlook, office 365, lotus notes, Outlook Express, Foxmail, etc

Butler Service

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