Our core support service is the Maintenance Agreement. This provides many of our clients with ongoing peace of mind and support that comes with a dedicated inhouse support infrastructure without the high costs of recruiting, training and retaining their own IT teams.

Unlike many other providers, we do not offer a one cost for unlimited support solution as we feel it is in our clients best interests to only pay for the amount of support their business needs and allows us to staff ourselves accordingly to ensure we can meet known demands from our clients promptly, professionally and efficiently.

We have off the shelf support packages that will suit most clients requirements with a clear breakdown of what is included in each package given at the bottom of this page. For clients requiring a more tailored support solution we are more than happy to discuss your situation with you and create a bespoke package to meet your needs.

Benefits to you Business of outsourcing IT Support

  • Control capital costs
    • Converts fixed costs into variable costs
    • Releases capital for investment elsewhere in your business
    • Avoids large expenditures in the early stages of your business
    • Company can seem more attractive to investors as more capital can be pumped into revenue-producing activities rather than support
  • Increased efficiency
    • Reduction in Research and Development, training and recruitment time and costs
    • Economies of scale allow us to provide the these functions faster at a lower cost
    • All savings can be passed on to your clients giving you a real competetive advantage
  • Reduced labour costs
    • Hiring and training specialist staff is time consuming and expensive
    • IT Support staff are not generally directly revenue generating
    • Allows you to focus the staff you already have where you need them most; on servicing your customers
  • Focus on your core business
    • Every business has limited resources - allocate them better
    • Every manager has limited time - focus it on your customers, not your IT
    • Removing the day to day running of business systems helps manage priorities more clearly
  • Manage risk
    • Information Technology is our world and we are good at it, let us help you make informed decisions about your IT strategy
    • Can you be sure you have considered all of the implications of something outside your core skill set?

Our service includes all of the following:

Onsite maintenance visits
  • Periodic onsite visits to address issues such as:
    • Installation of server and desktop security patches
    • Server and Network health check
    • General user issues and queries
    • Network Development
    • Installing new PC’s from standard pre-created build images
    • Installing new desktop software
    • Identifying useful new technologies
    • Server software and large desktop rollouts, due to the more complex nature, are not included in the scope of these visits and requires a separate project to be set up
  • A number of emergency call outs per year. Initial callout and first 2 hours are included in the package – see table below for details
  • Inclusive free monthly and annual (pre-nominated month) buffer for support hours purchased to accommodate seasonal fluctuations in support requirements in addition to a buffer for the initial month of support to ease transition – see table below for details
  • 24 x 7 Proactive Remote Monitoring:
    • Failed login Attempts
    • Server and Network Performance
    • Event logs for Application and System Warnings and Errors
    • Free Disk Space and Rate of Data Growth
    • Backups Success and Failures
    • Real Time Alerting of Critical Hardware Events
  • Phone support for critical issues – see table below
  • Email support for general queries – see table below
  • Hardware and Software Asset Inventory and Management
  • User and group account management
  • Capacity and growth logging to facilitate timely upgrade budgeting and housekeeping
  • Monthly disk full forecasting reports
  • Management of software licensing and hardware warranties
  • Early reminder of warranty expiration to aid budgeting
  • Weekly/monthly email report detailing incidents raised, support time spent and monitored alerts, server capacity and availability, etc
  • Single point of contact available to all staff for any support issues
  • Creation, implementation and monitoring of user policies (e.g. acceptable usage policy, security policy, etc)
Email and pbone support Maintenance

What is included in the package?

Package: Support20 Support35 Support55 Support75 Support105
One Day on Site Every...
8 weeks
6 weeks
4 weeks
4 weeks
1 week
Helpdesk Hours/ Month
8
16
24
32
40
Desktop Support Hours/Month
4
8
12
16
20
Server Support Hours/Month
4
4
6
8
10
Network Support Hours/Month
2
4
8
12
16
Free Emergency Callouts/ Year
1
1
2
3
4
Free Monthly Buffer
5%
5%
10%
15%
15%
Free Annual/Initial Buffer
10%
20%
25%
30%
30%

As stated above, these are our packaged solutions, if you have more specific requirements then please contact us for a friendly, no obligation discussion of your requirements.

Service Level Response Times:

Package: Gold Platinum Diamond
Phone
30 minutes
20 minutes
10 minutes
Email
4 hours
2 hours
1 hour
Onsite
NBD*
8 hours
4 hours
Fee Premium
0%
25%
50%

* = next business day

The Phone response times quoted are for a consultant to respond to a telephone query in the event our helpdesk are unable to resolve the issue during the initial call. This tiered approach allows us to maximise the time all of our consultants are productive by having the right person available for the right job at the right time. It also allows us to reduce our costs by not having expensive, highly experienced consultants manning the phones.

Full details are available on request, please contact us for more information.