– Support Request are responded to within 3 hr and On-Site Support will be with you within 6 hrs for Critical Support Requests
– The Support Window is 09:00 to 17:00 Monday to Friday (excluding Public Holidays). With prior arrangements extended hours support is available for special projects or events.
– Anytime access to our ITIL aligned PSA Service Desk to create support requests and monitor the progress of work. Automated reports of Support Requests and ongoing work.
– The included maintenance fee is based on the allocated time needed to ensure the optimum performance, reliability and security of the supported systems. It covers on-site time as well as remote access to complete the work on a scheduled basis and is based on 30 mins per Server and 10 mins per PC pcm. In some cases, special maintenance will be required, and the On-Boarding process will highlight any requirements.
– Pre-purchased support time is added to the monthly fee, which can be used for any support activity. This can include on-site work, remote phone support or access to desktop/server systems or consultancy as required. Pre-purchased blocks of 5,10, 20 hrs. of support time can be carried over for up to 180 days, they auto-renew when running low and can be adjusted at any time throughout the contract. Travel Time and Mileage is included.