IT Support Contracts

The focus of our support packages is taking a proactive approach, identifying opportunities for preventative maintenance and improvements to develop your systems as your organisation changes.

Here are features common to each of the four levels of our managed service:

Remote monitoring of your system performance. We constantly monitor the key elements of your system from our head office. This enables us to spot any problems at an early stage, often before any symptoms are felt by users. Then we can resolve the problem - often before you even know about it.
Off-site helpdesk. During business hours all of your users can contact the helpdesk for swift resolution of their problems. We can also arrange 24/7 cover as an additional contract feature.
Consultancy meetings. We remain abreast of where your business is going so we can make strategic and operational suggestions for helping you get the maximum efficiency and business benefit from your IT spend.

Other features you’ll find included in some of the levels are:

On-site support. You can choose from a range of guaranteed response times to have an engineer on-site when the helpdesk support can’t resolve an issue.
Email filtering and anti-virus. Our solutions provide an excellent level of security by filtering out spam and viruses.
25GB off-site backup. Daily backups of your valuable data to secure data centres to provide essential disaster recovery confidence.
Desktop installation. When you buy a new PC from us we will install it onto your system.
Installation of standard business applications. On-site installation of the main Microsoft Office applications and other common applications such as Adobe Reader and Java.
Discount on printer supplies. If you buy your printer consumables from us there’s a generous discount.
And for our top level TotalCare package, you can remove the need for capital expenditure from your IT budget. Instead, you can rent your required hardware from us, including desktops, servers and everything you need to complete your infrastructure.
Full maintenance is provided and equipment is replaced on a three year cycle so you always stay up-to-date. To complete the package, we provide replacement equipment if there is a permanent fault or if off-site repair work is needed. It really is a complete ‘no-capex’ network where you can have all the infrastructure you need with no lump sum investment - and with the flexibility to change your systems as your needs develop.

Here's a summary of our four support levels:

	TotalCare	Platinum	Gold	Silver
Consultancy meetings (per year)	4	4	3	2
Helpdesk access
On-site support
Email filtering and anti-virus
25GB off-site backup
Desktop installation
Installation of standard business applications
Rental hardware according to your requirements
Discount on Printer Supplies	12%	12%	8%	5%