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Desktop Support Service – Our Service Commitment
Desktop Support Service – Our Service Commitment
At NettBit Solutions, we follow a structured Desktop Support Standard Operating Procedure (SOP) to ensure fast, reliable, and secure IT support for our customers. Our services cover desktops and laptops, operating systems, software, peripherals, email, antivirus, and basic network issues under On-Demand Support and Annual Maintenance Contracts (AMC).
All support requests are handled through a defined ticketing process with clear priority levels, response times, and resolution SLAs. We focus on remote-first resolution, proactive preventive maintenance, and strict security & data confidentiality practices to minimize downtime and keep your business running smoothly.
Our experienced engineers follow best practices, maintain proper documentation, and escalate issues when required—ensuring consistent service quality and complete transparency for every client.
Desktop Support Services Include
Professional desktop & laptop support (Windows / macOS)
OS installation, configuration, updates & troubleshooting
Software installation, licensing & issue resolution
Peripheral support (printers, scanners, monitors, keyboards, etc.)
Email setup & troubleshooting (Outlook / Webmail)
Antivirus & endpoint security support
Basic LAN / Wi-Fi / internet connectivity issues
Remote & onsite support as per AMC or service agreement
Structured ticketing system with defined priority levels
SLA-based response & resolution timelines
Monthly preventive maintenance & system health checks
Secure handling of client data and systems
OUR PLANS
🟢 Basic AMC
🟢 Basic AMC
Best for: Small offices, startups, low IT dependency
Desktop / Laptop support (Windows)
OS & basic software troubleshooting
Remote support
Quarterly preventive maintenance
Ticket-based support
SLA: P3 – P4
Onsite visits: Chargeable
₹ 3,999 per system / year
🔵 Standard AMC
🔵 Standard AMC
Best for: Growing businesses
Desktop / Laptop support
OS & software installation & troubleshooting
Email (Outlook / Webmail) support
Antivirus monitoring & updates
Basic network support (LAN / Wi-Fi)
Remote + limited onsite support
Bi-monthly preventive maintenance
SLA: P2 – P4
Priority ticket handling
₹ 5,999 per system / year
🔴 Premium AMC
🔴 Premium AMC
Best for: Business-critical operations
Complete desktop & laptop support
OS, software & licensing assistance
Email, antivirus & endpoint security
Full LAN / Wi-Fi / internet troubleshooting
Unlimited remote + onsite support
Monthly preventive maintenance
Fastest response & resolution
SLA: P1 – P4
Dedicated support priority
₹ 9,999 per system / year
Desktop Support AMC – Bulk Pricing (Annual)
Desktop Support AMC – Bulk Pricing (Annual)
Pricing is per PC per year
(Includes discounted onsite support vs ₹750 per emergency visit)
🔹 Up To 5 Systems
🔹 Up To 5 Systems
Up to 6 onsite visits/year (₹600 per visit effective)
Unlimited remote support
OS, software & basic network troubleshooting
Preventive maintenance (Quarterly)
Standard SLA
₹3,000 / PC / Year
🔹 Up To 25 Systems
🔹 Up To 25 Systems
Up to 6 onsite visits/year (₹500 per visit effective)
Unlimited remote support
Priority ticket handling
Preventive maintenance (Quarterly)
Improved SLA response
₹2,500 / PC / Year
🔹 Up To 50 Systems
🔹 Up To 50 Systems
Up to 6 onsite visits/year (₹400 per visit effective)
Unlimited remote & priority support
Dedicated support coordinator
Preventive maintenance (Monthly)
Faster SLA & escalation support
₹2,000 / PC / Year
Custom pricing available for 100+ systems
799 Per System
Custom pricing available for 100+ systems
799 Per System
Emergency Onsite (Without AMC)
Emergency Onsite (Without AMC)
₹750 per visit per system
Commercial Notes
Commercial Notes
All charges are per system, per annum
Emergency onsite support is billed separately at ₹750 per visit
Hardware replacement, consumables, and third-party licenses are excluded
GST applicable as per government norms
Desktop Support Service – Compliance Statement
Desktop Support Service – Compliance Statement
NettBit Solutions delivers Desktop Support services in accordance with defined Standard Operating Procedures (SOPs) and Service Level Agreements (SLAs) to ensure service consistency, accountability, and regulatory compliance.
All services are provided under approved scopes aligned with On-Demand Support and Annual Maintenance Contracts (AMC). Support activities are logged, tracked, and resolved through an auditable ticketing mechanism with documented response and resolution timelines.
NettBit Solutions adheres to industry-accepted IT security and data protection best practices, including controlled system access, confidentiality of client information, and prevention of unauthorized software or configuration changes. Preventive maintenance, escalation protocols, and periodic reviews are conducted to minimize operational risk and ensure service continuity.
Desktop Support – Standard Operating Procedure
Desktop Support – Standard Operating Procedure
Overview
NettBit Solutions delivers enterprise-grade desktop support services designed to keep end-user systems stable, secure, and productive with minimal disruption to business operations.
Our structured Standard Operating Procedure (SOP) ensures consistent service quality, faster issue resolution, and reliable IT support for organizations of all sizes.
Purpose
Purpose
The purpose of this Desktop Support SOP is to:
Ensure uninterrupted end-user productivity
Maintain system stability and security
Deliver consistent and measurable service levels
Reduce downtime and operational risk
Scope of Desktop Support
Our desktop support services include:
Desktop, laptop, and workstation support
Operating system installation, configuration, and troubleshooting
Hardware and peripheral support (printers, scanners, monitors, etc.)
Software installation and basic application support
Antivirus and endpoint security support
User access and system configuration assistance
Preventive and corrective maintenance
Services are applicable to AMC clients (Basic / Standard / Premium) and approved non-AMC customers.
Service Delivery Model
Dedicated Desktop Support Engineers
Qualified and experienced support engineers
Advanced troubleshooting and issue resolution
System configuration and performance optimization
Detailed service documentation
Centralized Support Desk
Service requests via Phone, Email, WhatsApp, or Support Portal
Unique ticket ID assigned to every request
Priority-based issue handling
Clear and transparent communication throughout the support process
Service Management Oversight
SLA compliance monitoring
Escalation and issue tracking
Continuous service quality improvement
Service Request & Priority Levels
All support requests are logged and prioritized as follows:
Critical – System down, user unable to work
High – Performance issues, software failures
Medium – Configuration changes, installations
Low – Advisory support and documentation requests
Response Time Commitment (SLA)
Response times depend on the selected AMC plan:
Basic AMC: Within 24 working hours
Standard AMC: Within 12 working hours
Premium AMC: Within 4–6 working hours
Resolution timelines may vary based on issue complexity, availability of spare parts, and third-party dependencies.
Troubleshooting Methodology
We follow a structured and professional resolution approach:
Remote diagnosis and initial troubleshooting
Hardware and connectivity verification
Software, OS, and configuration analysis
Corrective action and performance testing
Final validation and user confirmation
On-Site Support
On-site support provided as per AMC plan
Engineers arrive with required tools and authorized access
All actions and changes documented
Ticket closure only after customer confirmation
Preventive Maintenance
Scheduled preventive maintenance includes:
System health and performance checks
OS updates and patch verification
Antivirus and security review
Backup verification (where applicable)
Cleanup and optimization
Preventive maintenance report
Change & Security Management
Customer approval required for all system changes
Pre-change and post-change documentation maintained
Strict data confidentiality and access control
Compliance with customer IT and security policies
Documentation & Reporting
Complete ticket history maintained
Periodic service reports for AMC customers
Asset and system documentation updated as required
Escalation Matrix
Level 1: Desktop Support Engineer
Level 2: Senior Support Engineer
Level 3: Service Manager / OEM / Vendor
Service Exclusions
Unless explicitly included in the agreement, the following are excluded:
Hardware replacement
Cabling, electrical, or civil work
Third-party software development support
Continuous Improvement
This Desktop Support SOP is periodically reviewed and updated to align with evolving technologies, security requirements, and customer business needs.
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