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Total IT Support

Total IT Support (Bilingual IT Solutions)

Having a proper level of IT support is a key issue for any organization; however depending on the amount of users and the complexity of the IT environment, it is not always cost effective to employ full-time resource(s) to handle the day to day issues that may arise. At BiOS we offer a comprehensive IT support system which we call "Shared Services" in order to assist our clients with their IT support needs.

The BiOS Shared Services consist of 3 (three) primary components: (a) Scheduled onsite visits; (b) Ad-hoc onsite visits; and (c) Remote support via our in-house Helpdesk. Our flexibility to work with Clients from different professional backgrounds and design a support plan based upon their individual requirements and goals, allows BiOS to deliver a tailored support structure. Our bilingual engineering team is constantly striving to set the benchmark for quality technical support.

BiOS Shared Services Overview:
Bilingual Helpdesk
Direct email or telephone access 24 hours/day, 7 days/week (including holidays) to BiOS Helpdesk staffed by mid- and senior-level engineers for troubleshooting assistance of hardware and software issues (as required and according to level of service purchased).
  • • Bilingual (English/Japanese) support via phone or email
  • • Ticket based incident tracking system based on ITIL best practices
  • • Remote support and monitoring services
  • • Software license and warranty management
  • • Patch management: Server OS, antivirus, etc
  • • Inventory management
Resource Dispatch
On-site dispatch of engineer(s) to the Client’s business location (as required and according to level of service purchased) for periodic maintenance, change and repair necessary due to a defect in equipment or workmanship on a supported product and/or service.
  • • Complete infrastructure support: desktops, servers, network, storage, voice
  • • Maintenance and troubleshooting of hardware and software
  • • IMACs (install, move, add, change)
  • • Competitive SLA matrix: up to 24/7 2 hour onsite response for critical systems
  • • User training and documentation
Remote Support
BiOS remote troubleshooting assistance for many common support issues, when available and with Client’s consent, in which BiOS engineers connect directly to the user’s system over a secure internet connection to expedite and enhance the troubleshooting process.
Licensing and Warranty Management
BiOS Software Licensing and Warranty Management Solutions is a comprehensive portfolio to help Clients acquire, monitor and manage hardware and software.
Single Point of Contact (SPOC)
Escalation management to provide a single point of contact (SPOC) for incident management, escalation and status of incidents within the scope of the contractual service.
Contact our Sales Representatives for details:
Phone. +81 3 4588 2228
Fax. +81 3 4588 2229