Info-Gro staffed a function to act as the contact point for End Users and clients who require assistance in the resolution of problems, concerns and questions and to request Services.

Info-Gro provides Midrange Services. This responsibility includes, establishing and maintaining a properly trained and adequately staffed Data Centre population, including necessary management and support staff.

Systems Management Controls include performance management, problem management, change management.

Processing Operations include monitor and process on-line and batch applications, including scheduled, unscheduled and on-request services as well as End User initiated processing.

Production Control Services include production schedules and co-operate with clients in responding to special processing requests and new processing requirements. (Mainly after hours schedules jobs)

Systems and Technical Support include managing the systems and technical environment of all clients' midrange operations.

Other services are backup and recovery, tape management, database management, hardware maintenance, system software installation and maintenance, network configurations.

Info-Gro performs the following Application Management Services and manages the work requests to be delivered.

• Application Maintenance
  This is defined as identifying defects in, creating fixes for, installing those fixes and updates provided by the Software vendor as part of normal maintenance service for Applications Software.
  
  
• Minor Enhancements
  Enhancements are being sized by Info-Gro to take equal or less than forty hours of effort.
  
  
• Major Enhancements
  Major enhancements (more than 40 hours) to the Applications Software are being performed by Info-Gro on an accepted quotation basis.
  
  
• Applications Software End User Support
  Info-Gro provides information to and share process knowledge regarding the Applications Software.
  
  
• Addition of New Applications
  Info-Gro provides support for the addition of new applications as Projects such as general web development activities. The Projects will include such activities as requirements definition, build and/or buy recommendations, the implementation thereof and the final cut-over into the production environment.
  
  
• Integrating Architectures
  Info-Gro provides support to business changes as Projects. The Projects includes such activities as the alignment of IT and business architectures, true consolidation of business processes and the data integrity required by the business.

Info-Gro provides the following NWS Management Services and will as far as humanly possible, run 24 by 7. This environment includes PC's and their surrounding servers. These are typically the servers that run the access to the internet, mail and the so called "firewall servers" that keep the unwanted outside the company's network. These servers may also host a company's web pages.

Info-Gro provides LAN Server administration Services for Supported Servers including user registration, creating and maintaining user profiles, granting user access and authorisation, providing ongoing user password support, announcing and providing new networking services for users, and providing administrative support for certain servers (for example, file, directory, e-mail).

Info-Gro provides LAN Server operation Services including the management of the Supported Server environment using the appropriate SMC disciplines (for example, performance management, problem management, change management, security management)

Info-Gro is responsible for providing communications related services for support of equipment, software and connectivity to and between Data Network locations. This responsibility also includes the management and application for data circuits, network management platforms and the design required to deliver the Data Network Services. Connectivity to Info-Gro facilities, external (for example, Third Party) networks and use of Info-Gro shared network facilities will require MGK prior review and approval. Connectivity is based on TCP/IP and SNA protocols for the Data Network.