The Bronze level support plan includes the following items..
Unlimited Support Calls / Troubleshooting Incidents
For all your existing hardware and software, the plan will include support for an unlimited number of incidents per month. There is a limit of 1hr per incident – if an incident will take longer than this to troubleshoot and remedy then our consultants will advise you of the cost before undertaking the additional work.
Online Support Ticket Facility
An online support ticket facility is available to allow users to report and track issues until the support incident is rectified and ticket closed.
Secure Remote Access To All Your Computers And Servers
We can remotely access all your desktop computers, laptops and servers to troubleshoot a majority of the support incidents without having to visit your site. We use the latest software to allow us to make an encrypted connection. With servers, we can troubleshoot the incident whilst you continue to work and with your desktop computers and laptops, you can watch us as we sort out the problem.
Weekly Backup Check (tape / hard drive / online)
Where a backup has been scheduled on your server, we will connect remotely on a weekly basis to confirm that the backup is taking place.
Windows Updates Installed Automatically
All the Microsoft Windows updates on your server are automatically installed by us at a time convenient to yourselves. Therefore, the server won’t be down whilst we apply those updates.
Onsite Support At No Extra Cost If Issue Can’t Be Fixed Remotely
With our PAYG service, we charge a call out fee. With our support plans, no call out fee is charged and we’ll spend up to an hour onsite for free to fix the issue.
Service Level Agreement (SLA) Guarantee
A Service Level Agreement is drafted and agreed by both parties. This includes details of what hardware and software is covered by the service contract, the level of cover and guaranteed response times for different priority issues. If the response times aren’t met during any month then you’ll receive a 10% refund on your monthly subscription.
Minor server / domain tasks are included in the support plan. Examples of these are adding users and setting up additional email accounts.
Virus Log Management
If a server virus solution has been installed then we’ll periodically check the virus program server console to verify that no viruses have been detected on the network. If they have, then we can schedule for the infected computers to be cleaned.
Existing Software Updates (Minor Versions)
Any minor version updates that have been released for existing software which has been installed on the computers within your network will be applied on request. As an example, an installed program that is currently on version 10.1 could be updated to 10.2, 10.3 etc. (but not to version 11 which would be a major version update).
10% Discount On Extra Work Outside IT Contract
All clients who sign up to one of our support contracts will be eligible for a 10% discount on any extra work that is not included in the contract. This discount cannot be applied to hardware or software costs.