In Partnership with Sizwe Africa IT Group, we have extensive experience

in providing 24 x 7 x 365 Service Desk Call Management services through

our ITIL aligned HEAT IT Service Management system.


On the receipt of a Reactive Maintenance call, the Service Desk System

automatically opens a “ticket”, assigns a reference number and validates

the priority level against the SLA. The “ticket” will indicate the location

and all actions that need to be taken.


The technician attending to the call will follow the Checklist, as agreed

with the client. On call completion, the checklist will be returned to the

Service Desk for filing against the call number. This will serve as the

signoff documentation and logged against the Service Level Agreement

and will be available to all role players.






We have been providing digital managed services for numerous entities

over the past 9 years and have built up extensive knowledge and experience

in the world of Digital Media.


We have a fully equipped Network Operating Centre (NOC) and Call Desk

facility dedicated to monitor, report and support all our media endpoints in the



The NOC was established to assist with remote monitoring and support and

will provide our customers with First-Line Telephonic Support.

Should a call not be resolved remotely, this would be escalated to onsite








Our Preventative Maintenance is defined as the planned inspection and

testing with the purpose of preventing system failures through assessing

and/or maintaining the condition of the supplied system infrastructure.


Depending on customer preference, we can on an ongoing basis and in a

sustained manner, provide preventative maintenance as frequently as is

required (Monthly/Quarterly).


In addition, we will identify the nature and cause of each problem and

provide the client with future avoidance advice as well as undertaking

any necessary preventative measures to minimize recurrence of the problem.

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