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.