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 contracts 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. 75% 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

BronzeSilverGoldPlatinumFixed Fee
General Features

Time included in initial purchase – Hours10202020Unlimited
Payment modelUpfrontUpfrontUpfrontUpfrontMonthly/Quarterly
Telephone supportUnlimited
Remote Access SupportUnlimited
Onsite supportUnlimited
General AdviceUnlimited
Administration & MaintainenceUnlimited
Major Business impact response time – Hours84311
Significant Business impact response time – Hours88642
All other faults response time – Hours88644
Bi-Monthly Server Status Reports – single serverO 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.

IT Support Contracts FAQ

The first thing to do if you have an IT Support problem is to log a Ticket with our IT Support Helpdesk. Then we can quickly sort it out for you.

There are 3 simple, easy ways of logging a Ticket.

  1. By telephone – 01392 824 022
  2. By email – support@amesolutions.co.uk
  3. By logging into our OTRS portal online via our website you can log a ticket directly into our ticketing system.

Once a ticket has been logged one of our engineers contact you to discuss and resolve your issue. We will likely asked for permission to remotely connect to your device, this will enable them to work on your issue as if they were sitting at your desk.

If the issue cannot be resolved remotely then an engineer will be sent to your site to look into the issue further.

Once an issue has been resolved the support ticket will be closed.

If the problem recurs again just get in touch. We can easily reopen the ticket and keep working on it until we solve it to your satisfaction.

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Our IT support contracts allow you to 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.

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 your 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.

 

Category: IT Support

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Each of our IT Support contracts Offer different guaranteed response times as per the table below. However with recent research we have gathered the data below:

  • Our average response time is 9 minutes
  • Our average resolution time is 51 minutes
BronzeSilverGoldPlatinumFixed Fee
General Features

Major Business impact response time – Hours84311
Significant Business impact response time – Hours88642
All other faults response time – Hours88644

 

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Yes our team are more than happy to provide you and your team with advice. When you take out an IT Support contract with us, this also includes help and advice on all IT issues pertaining to your business activities, so if you’re stuck with excel and don’t know how to do something, then call us and we’ll be happy to give you advice.

Category: IT Support

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Our technical team pro-actively monitor your network keeping your business downtime to a minimum. We invest in tools that proactively monitor your network and systems; they will highlight any potential issues enabling us to intervene before a small problem escalates into a major one.

Server Status Reports

As part of some of support packages we provide Server Status Reports (SSRs). These can also be purchased as a bolt-on to support contracts as well.

The Server Status reports are carried out either on a monthly or bimonthly 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.

The report covers areas such as:

• Storage, memory and CPU
• Event logs and Backup
• Software updates and service packs

Category: IT Support

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No, our Fixed Fee IT support contract includes all site visits to resolve any IT Support issues.

Our rolling support contracts simply allow you to buy time in advance and use as you need. So if a site visit is required then this will just be taken from your support contract.

Category: IT Support

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Yes, we understand that some businesses do not confirm to the traditional working hours f 9am – 5pm, Monday to Friday. We offer IT support to businesses who operate out of normal working hours, this extends our regular technical support to include evenings and weekends, including bank holidays. Meaning our customers have the peace of mind that we are available should they have any requirements.

Take a look at our Extended Hours IT Support.

Category: IT Support

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Yes, as part of AME’s IT support when taking on any new client, we conduct an in-depth network survey. The results from this survey provide us and the client with a topographical view of their IT infrastructure. This would include all details on the server(s) and end user devices. This enables us to be able to provide our clients with a clear traffic light style report that would highlight (green) good practice, (orange) areas that we suggest may require further attention and finally (red) areas that would require immediate attention.

This document forms the start of our IT roadmap with every client. Our planning meetings scheduled in advance of the clients’ budget reviews will look at the short, medium and long-term objectives (typically up to 5 years), but we will also look more frequently at the clients hardware/software, licenses and warranties to make sure they are up to date or comply with the providers recommendations to eliminate the risks of end of life or support events.

We pride ourselves on the clear communication and guidance given to our clients in advance of such events. We prefer to advise on the topic, give information on what is happening and when, and then give options on how to proceed when the time is right. For example, we started to advise clients of the end of support for Windows 7 at the end of 2018 in a newsletter even though the end of support date was not until 14th January 2020. We followed this up by a direct email in January 2019 and a specific device count and recommendation in February 2019. Many of our clients had therefore prepared for this event by summer 2019 and those that had still to act, had many more phone calls and emails from their account manager throughout the second half of 2019 so there were no late surprises.

Category: IT Support

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The skillset and knowledge of our team is the foundation of AME’s success. So many of our clients come from referrals, which is on the back of our team having a wealth of experience, knowledge and qualifications in the IT sector. With our dedication to treat each client the same, maintain high levels of service and fast response times, this leads to receiving fantastic feedback when we carry out surveys with our clients.

Every AME IT system engineer must have at least one Microsoft Certified Professional (MCP) qualification and many of the team have the Microsoft Certified System Engineer (MSCE) or equivalent level.

We do require the team to take other training and qualifications as part of their continuing professional development in all areas of IT and with the brands/vendors we work with.

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We aim to support all software, and in most cases we are able to. If you use bespoke third-party software, we will happily assist you in managing those relationships effectively for your business. It is likely that you will need a support agreement direct with the manufacturer of the software so that you are entitled to regular software updates and this will also enable us to work with the software company to resolve your issues.

Category: IT Support

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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 or email us at info@amesolutions.co.uk.

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