There is no limit to the number of support calls you can make under this package.
Managed Support - Premium Plus from £2999 per month
Unlimited remote support
There is no limit to the number of remote connections or the amount of time each remote session takes with this package.
Named account manager
You will be provide with a named account manager to whom you will have direct access by personal email and phone.
Acknowledge request for support by phone or email within 30 minutes
We will acknowledge your reported problem within 30 minutes of initial receipt by email (Mon – Fri 9am to 5.30pm).
Commence support resolution - within 1 business hour
We will start investigating / managing your issues within 1 business hour of acknowledgement;
primarily we will use telephone and remote connection to your systems to aid in this process (Mon – Fri 9am to 5.30pm).
On-site visit (if required) - Same business day - hours permitting
Where we consider it necessary we will endeavour to visit your premises within the same business day (available business hours permitting) following attempts to resolve the problem via telephone support and remote connection. There is no restriction on the time allocated to solve each individual issue during our business hours (Mon – Fri 9am to 5.30pm).
24/7 - Automated system monitoring (8am to 6pm pro-active management)
We will provide an automated 24 hours / 7 days a week monitoring service to check the health of your workstations & servers providing us with live reports and system alerts. We will uses this data to inform you of system issues and for pro-active management and maintenance of your IT infrastructure (Mon – Fri 8am to 6pm).
Weekly statistics report
We will provide a weekly report relating to all the support cases you have raised with us in the previous week, including detailed statistics, plus any recommendations that we believe may be beneficial to your business in the coming month.
250 GB cloud / remote backup included
Included in the package is a 250 GB of off-site backup storage which includes installation, configuration and monitoring of backup software, periodic testing and data restores when necessary. Additional storage space can be provided at an extra cost.
Monthly review and strategy meeting
We will visit you monthly to undertake a strategic review meeting.
Service covers up to 100 desktops, 10 mobile devices and 4 physical servers
This packages covers up to 100 workstations, 10 mobile devices and 4 physical servers or 2 physical host servers running up to 8 virtual servers. However if you need to add more workstations, mobile devices or servers we can do this as part of the agreement. Additional devices are charged at £20 per month per workstation or mobile device and £100 per server per month. Alternatively if you have less workstations, mobile devices or servers, please reduce the costs by the same amount
What else is included
We also include management of all your network related infrastructure, e.g. routers, firewalls, switches, wireless access points, wireless controllers & printers.
What is not included
Our support packages do not cover the cost of any new or replacement hardware, nor do they cover software licenses, however we are happy to quote for replacement parts or new hardware if and when required.