After-care
and tech support are key issues in any IT
environment. While simple problems can normally be
resolved through our Service Desk, BiOS also has a
team of field engineers on hand to deal with
matters that require onsite support. Whether you
need help with a small task or a large problem,
BiOS' technical support services are the benchmark
for technical support in Tokyo — whatever the
issue, let BiOS help you streamline your IT
operations and get you back on track to running
your business.
At BiOS we call out IT support service "NetCare." The NetCare service usually consists of a combination of onsite visits and phone support through our Service Desk. However, we are very flexible in working with our clients to design a support plan based around their needs.
Onsite Infrastructure Support
Troubleshoot hardware or softwareDesktop support for Windows XP, NT, 2000
Server support for Windows 2000, 2003, UNIX
Maintenance and upgrades for OS and related applications
User training and documentation
Network support
IMAC (install, move, add, change)
Service Desk
Bilingual (English/Japanese) supportTicket based incident tracking system
Remote support (data restore, account creation/deletion etc)
Competitive SLA matrix
Based on the ITIL service management philosophy
BiOS also offers a variety of software-related and administrative support services. Whatever support solution you're looking for, BiOS has the answer.
Cost-Efficient
NetCare is our unique system of support where your budget dictates the scope and frequency of services rendered. Whether you need a few hours a month for routine maintenance and emergency support (NetCare*Lite), or a few hours a day for more intensive upkeep and repair, we can provide a technical support solution that caters to your company's individual needs, schedules and budget.
Reliable
With NetCare, the hours you purchase are yours to use as you see fit. Although we recommend that our clients schedule regular engineer visits, NetCare hours may be rescheduled, and unused hours may be carried over into the following month. What's more, we also offer ad-hoc support services for any unexpected, critical situations. With our emergency services — 4-Business Hour quick response support (Rapid), and 24-hours/day, 7 days/week support (24/7) — BiOS can provide you with a reliable solution that will ensure your company doesn't miss a step if something were to go wrong.
Convenient
At BiOS, we consult with each of our NetCare clients to create a support package based on their specific needs. From that we put together a custom-tailored Service Level Agreement detailing what is and what is not covered. There are no hidden clauses or vague cost charts — we understand that technical support is often cause for unwelcome stress, and we want to do our best to minimize that and keep your focus on your business.At BiOS, we are committed to employing not only the most qualified engineers in Japan, but also those with a deep respect for people and culture. All of our NetCare engineers are fluent in English and Japanese (and often a third language), which we hope provides a sense of comfort to our clients when entrusting us with their valuable data. In the world of tech support we place a high importance on customer satisfaction, which can only be achieved if there is a mutual sense of trust between BiOS and the client. So, for your tech support needs, put your trust in BiOS, and leave all the technical stuff to us.
