Rolling Support Contract

With a support contract from AME Solutions you buy in advance and use as you need. Each unit is a block of 12 minutes of support, either on the telephone, remote or onsite. Should you have credit left at the renewal anniversary then that will simply rollover to the next year, so you never lose out. Once a support call has been diagnosed as a hardware fault, which cannot be fixed remotely, an engineer will be sent on-site. Our standard service guarantees a response within 8 working hours. Our Platinum Support Contract guarantees a response in 4 working hours. Faulty items may be replaced with service loan equipment, repaired in our workshops and returned at a later date.

Support Contract Levels

Bronze	50 units, which is equivalent to 10 hours of support. 8 hour telephone response from when the call is logged for ‘major Business impact’ faults (as deemed by AME support desk). 8 hour telephone response from when the call is logged for all other faults.
Silver	100 units, which is equivalent to 20 hours of support. 4 hour telephone response from when the call is logged for ‘major Business impact’ faults (as deemed by AME support desk). 8 hour telephone response from when the call is logged for all other faults.
Gold	100 units which is equivalent to 20 hours support and includes 6 SSR’s. 3 hour telephone response from when the call is logged for ‘major Business impact’ faults (as deemed by AME support desk). 6 hour telephone response from when the call is logged for all other faults.
Platinum	100 units which is equivalent to 20 hours support and includes 12 SSR’s. 1 hour telephone response from when the call is logged for ‘major Business impact’ faults (as deemed by AME support desk). 4 hour telephone response from when the call is logged for all other faults.
Critical Out of Hours	Extended Hours of 5:00pm to 11:00pm Monday to Friday. 8:30am to 10:00pm Saturday and Sunday. Guaranteed 2 hours response time. Initially to be dealt with over the phone or by remote access and then onsite if required. To be used for system critical issues. Initial response to any call will incur a charge of 5 units to respond to a call. All engineers time will be charged at double time (double units).

Server Status Reports

As part of our pre-emptive 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 insure the server and network is fully functional. Our SSRs 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.

The report covers areas such as:

Storage, memory and CPU.
Event logs and Backup.
Software updates and service packs.
Email and Internet security.
Battery backup.
Firmware.
Warranty.

If you would like further information on the support contract levels or to enquire about the pricing structure please contact AME Solutions on 01392 824022 or This e-mail address is being protected from spambots. You need JavaScript enabled to view it .

Take a look at our testimonials page to find out about what our customers say about support with AME Solutions.