Getronics IMAC Service

The Getronics IMAC Service provides the Installs, Moves, Additions and Changes needed within an organisation’s workspace infrastructure to meet business requirements.

The effectiveness, efficiency and costs of any managed workspace are critical elements in provisioning successful end to end delivery to the business. Having the ability to move IT equipment, install new systems, add software, redeploy hardware as a result of leavers and joiners and roll-out activities. The Getronics IMAC Service is designed to provide the best cost solution that meets the customer’s needs.

The services are governed by service requests being raised to the Getronics Service Desk who will then act as the single point of contact with the end-user. The Service Desk will schedule the resources to carry out the IMAC, which may involve a hardware engineer being deployed to the customer site or may involve software distribution using the workspace management system that is deployed. It is also possible for the services to be delivered to an agreed schedule, if part of larger project or delivered service, for instance. The services operate to an agreed SLA and include:

• Hardware installation, including imaging where this is not provided by the hardware vendor,
  and local testing
• Refresh of existing hardware, for the addition of memory, for instance
• Intra-site moves, where an inter-site move will probably require a removal and install
• Changes to the end-user hardware or software environment
• Additions to the end-user hardware or software environment
• Removal of hardware or software

Getronics IMAC services support the following equipment types from a variety of manufacturers:

• Desktops
• Laptops
• Workstations
• Servers
• Retail Equipment

Optional Services

• Extended hours of cover, including Saturday, Sunday and evenings up to optional 24x7 activities
• Backup and recovery of end-user data for new installs or hard drive changes
• VIP user support, with more challenging SLAs
• IMAC reporting for a customer against agreed SLAs

Hours of Service

The service will be available as follows:

• IMAC resources or remote changes provided Monday to Friday 08:00 to 18:00.
  – UK Bank Holidays are excluded from standard cover.
• Service desk will be provided 24 x 7