IT Support Contracts

Our IT support contracts work perfectly for small to medium businesses. You buy time in advance and use as and when you require.

We understand that IT systems are a crucial part of every business, but sometimes fully managed IT support costs are too high. We also recognise that a one size fits all support does not work, therefore we provide businesses with a wide range of IT Support Contract to ensure that our customers receive the right level of support that best fits the requirement of their business. Our IT support packages are flexible, therefore they can easily be scaled up as your business grows.

With our  IT support contracts you get access to our IT helpdesk, where you can receive help, advice, support and answers to any queries.

All IT Support calls are logged into our helpdesk support logging system which provides for a disciplined approach to solving IT problems, with regular management reviews to monitor outstanding calls and response times.

For a business to be successful it has to keep employees productive and critical systems operational at all times. With this in mind we resolve 98% of IT support calls remotely which gives a faster resolution and reduces downtime and costs. 90% of the support calls logged are responded to within 30 minutes, meaning your support issues are dealt with quickly and efficiently.

How do our IT Support contracts work?

If you opt for one of our IT support packages, you purchase time in advanced that can be used for an any IT support Issues or Service over a 12 month period. Each unit of time is worth 12 minutes of support, either on the phone, remote or onsite. Should you have any credit left at the renewal anniversary then that will simply rollover to the next year, so you never lose out.

Every problem you have is logged and tracked until it is resolved. From first contact to the resolution, you have access to the progress we are making with our dedicated support logging system.

IT support calls are dealt with by our dedicated team of IT engineers that have extensive industry experience and hold certifications from Microsoft, VMware, Veeam, 3CX, Sophos and other leading software and hardware manufacturers.

IT Support contract Levels

Bronze Silver Gold Platinum Fixed Fee
General Features

Time included in initial purchase – Hours 10 20 20 20 Unlimited
Payment model Upfront Upfront Upfront Upfront Monthly/Quarterly
Telephone support Unlimited
Remote Access Support Unlimited
Onsite support Unlimited
General Advice Unlimited
Administration & Maintainence Unlimited
Major Business impact response time – Hours 8 4 3 1 1
Significant Business impact response time – Hours 8 8 6 4 2
All other faults response time – Hours 8 8 6 4 4
Bi-Monthly Server Status Reports – single server O  O
Monthly Server Status Reports – single server  O  O  O
Bi-Monthly Server Status Reports – additional server  O  O  O  O
Monthly Server Status Reports – additional server  O  O  O  O
Out of Hours support  O  O  O  O  O

O – service can be added as a bolt on

Server status reports

As part of our support packages we provide Server Status Reports (SSRs). Carried out either on a monthly or bi-monthly basis, an engineer will remote access your server and run through a 16 point check list to in sure the server and network is fully functional.

Our SSR’s are designed to highlight any potential areas of failure that could occur, so that we can prevent them in advance and therefore provide better business continuity.

The results of the check are submitted in a report, clearly showing the status of the network and detailing our recommendations.

Why choose our IT Support Contracts?

Our IT Support contracts are ideal for businesses looking for flexible IT Support packages. If your business does not have a high demand for IT services then our support contracts are a great way to get high-quality IT Support without monthly costs and guaranteed response times as well as proactive server monitoring.

Our Support contracts are also ideal if you have an existing IT team, we can work alongside your team should you need additional skills or resources or we can also provide holiday cover for IT Support.

If you business has a high demand for IT Support, then a fixed cost, unlimited support plan like our fully Managed IT Support Services can be a far more cost-effective solution for you.

THE NEXT STEP…

If you think we could help your business, or if you would like to discuss your IT requirements and to arrange a free audit, please contact us today on 01392 824 022.

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