Silver Level Support Plan

Silver Level Support Plan

The Silver 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 Tasks

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.

Daily Backup Check (tape / hard drive / online)

Where a backup has been scheduled on your server, we will connect remotely on a daily basis to confirm that the backup is taking place.

Disaster Recovery Plan

We’ll produce a step-by-step plan which provides a structured approach should the unforeseen happen with your IT infrastructure - whether that’s due to theft, flood, users or hardware failure. This will help the business get back up and running as quickly as possible.

ISP Management

Do you have good experience of dealing with your broadband / cable internet providers? Most users dread ringing up their help desks to troubleshoot issues! We’ll liaise with them on your behalf to get your service up and running as quickly as possible.

Domain Name Management

For an increasing number of businesses, their domain name is extremely important as it maps to their website and their email addresses. We’ll manage your domain names – whether this is setting up subdomains, configuring new email addresses or registering new domain names on your behalf.

Application Deployment

When you’ve purchased new software then we’ll install it on the computers (clients and servers) that you ask us to. This also includes any major version updates of existing software that you have.

30 Minutes Free On-Site Support Per Month

We know that during the course of a month, they’ll be IT issues that fall outside the scope of the support plan. You might also have some general queries that you would like answers to. With that in mind, we include some additional on-site time for these types of IT issues. If you’d prefer to use the time up for remote support then that’s no problem either! The silver plan includes 30 minutes.