Fixed Fee Support

AME Solutions “outsourced fixed-fee” service is designed for customers who don’t have an expert in-house IT support function, and who prefer to focus management energies elsewhere.

With outsourced fixed-fee support we take complete responsibility for our customer's overall IT requirements, managing day-to-day IT services, providing long-term advice regarding IT-related business issues, and delivering exceptional value.

Above all, we recognise that supporting people is as important as supporting technology. We believe passionately in the importance of quality people, delivering a human-to-human service:

• We resolve 75% of problems in 30 minutes or less.
• Our Client Management System puts critical client information at the fingertips of every engineer answering a call or dealing with a client problem.
• Our support offers clients proactive updates and real time tracking of live support issues.
• Engineers can be scheduled to the clients convenience not the other way round.
• We help to identify user training requirements for our clients, increasing productivity and helping to minimise ongoing support costs.
• The support platform delivers comprehensive user-friendly reports for clients wishing to analyse their IT and support needs and our performance.

What does our fixed fee IT Support service consist of?

• Unlimited telephone and remote support.
• Unlimited onsite support.
• Unrestricted hardware/software support.
• Server Status Reports
• Regular health checks
• A dedicated account manager.
• Guaranteed fast response times.
• Pro active 24/7 network monitoring service.
• Scheduled backup and anti-virus checks.
• Scheduled software patching.
• Regular consultation.

AME Solutions user support is delivered by a highly trained and dedicated team of engineers, providing telephone and remote support via our industry acclaimed support tools. AME visit client sites as scheduled or as need be, depending upon the client's needs.

All AME engineers are trained to communicate effectively with individuals at all levels of technical understanding. Our engineers help to identify users who may need IT-related training that would improve their effectiveness and productivity.

Response times:

• 1 hour telephone response from when the call is logged for ‘major Business impact’ fault.
• 2 hour telephone response from when the call is logged for ‘significant Business impact’ fault.
• 4 hour telephone response from when the call is logged for all other faults.
• 8 hour on-site response if the fault cannot be resolved remotely (calculated from when the helpdesk decides the call cannot be resolved remotely).

Proactive Monitoring and Problem Prevention

The key to minimising disruption to your network is to prevent problems arising in the first place. Our pro-active monitoring package continuously checks your system and notifies us as soon as an issue arises. That way we can intervene before a small problem escalates into a major one.

You do not need to worry about keeping anti-virus software up-to-date or installing the latest security patches for your system and applications software – we take care of that automatically and keep track of your entire network’s performance. Where we see a problem developing, such as a tape backup failure, we will contact you to ask if you want us to fix the problem. It is entirely up to you to choose to whether to ask us to help or to take care of it yourself.

So you can be sure that the basics – keeping your system patched to the latest level, checking for viruses and monitoring your network for faults – are all taken care of.

Server Status Reports

Server Status Reports (SSRs) are part of our pre-emptive support packages. Carried out monthly, an engineer will remote access your server and run through a 16 point check list to ensure 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.