IT Support Contracts and Service Levels

IT Support Service Levels

Whilst we can offer IT support on an ad-hoc basis, we prefer to work under support contracts. Ad-hoc support is a wholly reactive service as we would only be called in to solve actual issues as they occur. Under a support contract we constantly monitor the systems under our charge, always looking for indications of issues not yet apparent to the users. This vigilance, together with a policy of pre-emptive maintenance minimises server and network downtime and maximises performance and availability to clients of their vital IT systems.

We offer three levels of contract cover as follows:

Support Services	Bronze	Silver	Gold
Telephone Hotline	08:30 - 17:00 Mon - Fri 4hr Response	07:00 - 19:00 Mon - Fri 2hr Response	07:00 - 19:00 7 Days 2hr Response
On Site Support	08:30 - 17:00 Mon - Fri Next Business Day	07:00 - 19:00 Mon - Fri 4hr Response	07:00 - 19:00 7 Days 4hr Response
Network Administration	08:30 - 17:00 Mon - Fri 4hr Response	07:00 - 19:00 Mon - Fri 2hr Response	07:00 - 19:00 7 Days 2hr Response

As you can see, the three levels, Bronze, Silver and Gold designate differences in the maximum response times and in the availability during the working day. All of our contract levels offer the same comprehensive service in terms of what we cover. We aim to provide a ‘one-stop-shop’ to our support clients acting as a single point of contact for all of their IT issues.