Our Technical Support is provided by industry qualified staff and we currently provide three levels of support depending on your specific needs which comes in addition to any support offered from specific vendors.

Castleforce Support levels

Standard - Castleforce's Standard Support helps clients diagnose, resolve and manage their Security products during regular business hours over the telephone and using remote diagnostic support for problem Investigation and resolution.  The Standard support package is ideal for troubleshooting less critical security infrastructure applications.  Support from 09:00 to 17:30 Monday to Friday excluding statutory holidays with non SLA.

Silver - Castleforce’s Silver Support solution provides clients with priority response backed by a service level agreement (SLA), ensuring efficient and effective problem resolution.  Support can be done remotely over the telephone and via remote access software or by onsite support if necessary.  Many Castleforce clients choose to customise a solution that incorporates a combination of Silver and Standard Support. Support from 08:00 to 20:00 Monday to Friday excluding statutory holidays with Priority & SLA. 

Gold - Castleforce's Gold Support offers the same level of service as Silver support but is available 24x7.

Managed Services

For those companies looking to outsource their support, Castleforce offers a Managed Support Service which provides proactive monitoring and management of our clients security products including firewalls, remote access, web filtering, antivirus and backup.

As part of this service we partner with customers, becoming an extension of their internal IT staff, to deliver a total support solution. As IT security experts, Castleforce has the knowledge, expertise and processes as well as the technology and best practices to effectively manage our clients systems.

(All services provided outside the normal working day are intended to be used to resolve significant technical problems)

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On-Site Support Contracts

Service and Support available

• Maintenance Contracts (Support only or full Hardware Cover)
• Scheduled On-Site Support Contracts (½ Day / Full Day)
• IT Layout Design (Furniture / Hardware / Cabling)
• Website Design and Email Management
• IT Security Risk Assessment
• IT Security Policy
• IT Training for Staff

Networking Support and Design areas

• Category 5e (RJ45) cabling and termination
• Fibre-Optic Backbone cabling and termination
• Rackmount Cabinets
• Server / Desktop / Network Backup
• Firewall / Network Security Setup and Installation
• LAN Design and Installation
• Wireless LAN Design and Installation
• IP Cameras / CCTV

Additional Audio Visual Services

• Projectors and Interactive Whiteboards
• LCD / Plasma Displays (Standalone and Networked)
• Full Digital Signage Systems (OneLAN NTB)