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IT Support for Business

We offer a number of alternative Support Contract options to reflect differing business requirements. In summary our three main contracts are:

1. Comprehensive Support Contract

This offers you complete peace-of-mind cover with everything from rapid service to regular pro-active visits. This service is your ‘complete outsourced IT department’ and is our most popular contract. There is one fixed monthly fee that makes budgeting for your IT Support painless and straight forward.

2. Standard Support Contract

Our Standard Support Contract is tailored to meet the needs of business customers who need help and assistance with their IT systems. This contract is specifically aimed at targeting IT problems when and before they hit. A rapid response to critical issues is included as is Remote Diagnostics and Remote Monitoring to identify and correct issues before they turn into problems.

3. Critical Support Contract

Our Critical Support Contract is intended for customers who need the reassurance to know that the critical and most important elements of their system are covered on a Rapid Response Contract. This usually includes the File Server(s), Network Switch, Router, Backup Unit and associated Operating System software although the list can be extended to cover any other equipment nominated.

Details of Support Contract Features
Please refer to the previous chart

• Helpdesk Facility (available 8.30am to 6.00pm Mon – Fri)
  Our helpdesk is manned by friendly experienced staff who will log your problem on our system and provide you with prompt, accurate answers to your queries. This may result in you speaking to a technician directly, a remote-dial to your system or a site visit. In either event, your call is dealt with efficiently and quickly.
• Remote Diagnostics and Assistance
  We are able to remotely and securely connect to your network, server or any workstation and resolve problems and queries remotely. This ensures that your call is dealt with quickly by our technicians and we are generally able to solve over 65% of calls using this method.
• Remote Monitoring of your System
  When you take out a contract with us, we install our remote monitoring utility on your system which sends us alerts regarding up-and-coming issues on your system. We are therefore notified of issues before they become problems. We can often connect remotely and fix or adjust the configuration before you know anything about it. Hence you have the reassurance that your system is being continually monitored and looked after.
• Engineer’s Call Out facility with Guaranteed Response time of 8 working hours
  Should a site visit be necessary, we will be with you within 8 working hours to attend to the problem. Our highly skilled engineers are continually working in the local area, responding quickly to the calls coming in to our helpdesk.
• Rapid Response Call Out for Urgent Calls (target 1-hour)
  In the event of a critical system problem (ie the main server or network is disabled), we will be with you within 4 working hours. We know how this type of problem affects your business and we therefore target a one-hour response which we achieve in the majority of cases. We respond ‘immediately’ to many issues using remote dial-in facilities.
• Cover includes IT Hardware, Firmware and Operating Systems
  We ensure that your systems are running efficiently. Whilst this contract does not cover your application software, it does cover the environment that the application software runs in. This means that when a hard disk has to be replaced for example, we not only replace the faulty unit but we also restore the system afterwards. Your network Operating System, Backup Control Software, e-Mail Server etc are all covered by us ( within the hardware manufacturers warranty ).
• Board Level Consultancy
  Are you considering a new IT project? Would you like to know how to maximise the benefits of your investment in IT? Would you like to know the latest innovations that could help your business gain competitive advantage? Are you concerned about the security of your data?
  Included in our contract is IT Consultancy which aims to give you an impartial, honest and informed opinion on the IT world.
• Preferential Rate for non-contract work
  Our comprehensive cover contract includes everything you will need to spend on your IT system for a fixed monthly fee. For standard and critical cover contracts, our standard hourly rate of £75 is reduced to £60.
• Remove for Repair Service
  In the unlikely event that we cannot fix your faulty unit on site, we will remove the item and take it away for repair.
• Remote Pro Active Checks
  We will dial-in to your network on a weekly basis to ensure that everything is running efficiently. This compliments the remote monitoring facility which is providing continual cover.
• On-Site Pro Active Visits
  As part of our Comprehensive Cover Contract, we visit your site regularly to carry out Pro-Active Checks, Adjustments and Repairs to the IT System. This service is carried out every 4-6 weeks and ensures that the system is maintained in top condition. Pro active visits are also an opportunity to ask for advice on IT related matters.
• Adds, Moves & Changes 
  Adds, moves and changes covers the everyday labour requirements that your business needs. This could include the installation of a Software Upgrade, setting up new users, remove an old user, install a new Workstation or relocating a Printer etc. All of the day-to-day running of your IT system is outsourced.
• Inclusive repair parts
  When spare parts are required to fix your faulty unit, the cost of these parts is included in the comprehensive contract.
• Virus, Spyware & Spam Removal
  We will remove any Viruses, Spyware or Spam from your system provided that you have tools in place to automatically detect and remove them (ie. that you have anti-virus, anti-spyware and/or anti-spam software cover).

Notes:

1. Contract cover does not extend to consumable items like ink, toner, Batteries ( CMOS, UPS, Laptop etc ), printer rollers / fusers / printer maintenance kits, .
2. Application software is not included although we make every effort to work with third party software houses to help resolve application software issues.
3. When an item is obsolete or beyond economic repair, cover does not extend to replacement parts or devices. In this event though, all labour is included.
4. Adds, Moves and Changes does not extend to the installation of new servers.
5. Virus, Spyware & Spam removal is provided on the basis that detection tools are both installed and are up-to-date.

Call our dedicated team today on 01782 342228 who will be delighted to give you a free consultation to help you make the right choice.