For a small monthly retainer, (which is based upon the amount and type of equipment to be supported), clients receive a preferential service along with the peace of mind that we’ll be on standby to provide support, but will also enjoy;
- Guaranteed response times
- Out of hours support
- Discounted rates
-
Free telephone support.
Along with the retainer, the maintenance agreement is made up with a pre-agreed and flexible quantity of days/hours, which usually includes a combination of onsite support, remote support, and telephone support.
Maintenance agreements are available for a minimum initial term of 6 months, then on a three-month rolling basis.
In most cases, our maintained clients are small and medium sized businesses without in-house IT departments, or where holiday or sickness cover is required, but anyone can benefit from the advantages of becoming a maintained client - our costs are equally competitive for home and home office users too; we support a number of freelancers who’s systems are critical for their work, and where they require fast response times in the event of failure – our agreements are tailored to the exact needs and requirements of our customers, large or small.
| Target Response Times |
Maintenance Agreement |
Ad-hoc Support |
| CRITICAL -
Complete failure of business
critical systems |
1 hour |
1 day |
| HIGH - Failure of system making business operation difficult |
4 hours |
2 days |
| MEDIUM - Failure of non-critical system |
24 hours |
4 days |
| LOW - Response required ASAP |
72 hours |
7 days |
|
