Total Care

Total Care offers total management, maintenance and support of your computer and servers for a flat monthly fee. Your computers will proactively maintained to ensure they are running at peak performance.

SWAT's new all-inclusive IT program for companies that understand the importance of IT and want to incur less risk while receiving the highest level of IT care.

The many benefits of Total Care include:

One price for unlimited IT service
Every user in the business has access to the Help Desk at any time
SWAT can focus on quality instead of working under the pressure of time
SWAT's engineers can visit any time instead of only at set times
Flat-fee project work with guarantee
One-time set up for 12 months of service
SWAT shares the risk through this strategic partnership

There are three levels of Total Care. The two most common are Total Care and Total Care Light, which includes all attributes listed above. The third is solution is called Total Care Premium, which also includes all attributes listed above plus SWAT performs all project work. Total Care makes it even easier to keep up-to-date on IT while assuming the lowest possible risk.

For starters SWAT Systems offer Total Care Lite: see bellow

	Total Care	Premium
Included remote support of all workstations, servers, routers, switches, and firewalls	*	*
Included on-site support of all workstations, servers, routers, switches, and firewalls	*	*
Weekly defragmenting and hard disk scanning	*	*
Access to SWAT client web portal	*	*
Priority access to SWAT Help Desk 8am-6pm	*	*
After hours on call emergency support per SLA below (M-F until 9pm, S/S 8am-5pm)	*	*
Monthly reporting and quarterly on-site meetings	*	*
Daily operating system patching and Microsoft Office patching	*	*
Daily virus software, management, and scanning	*	*
Quarterly onsite technical and management reviews	*	*
Daily backup monitoring	*	*
Spam defender: spam and e-mail virus filtering	*	*
Daily spyware prevention and removal	*	*
24/7 alert monitoring on servers and workstations	*	*
SWAT engineers perform backups		*
SWAT engineers perform virus prevention		*
SWAT engineers perform spyware prevention		*

SWAT Total Care Lite

24/7 Device Alert Monitoring w/ticket escalation
Access to SWAT Client Web Portal
Remote Control Support
User Access to SWAT Help Desk 9:00 am-5pm M-F
4 Hour Response Time SLA
Monthly Executive Reporting + QBR

Total Care Light is shorter helpdesk hours, less defined SLA (4 hrs not 1Hr) and no automation to the systems. SWAT does not include any support time. All services are done hourly at a discounted rate . SWAT does cover proactive monitoring and escalation into our ticketing system.