Prices & Service Structure

SERVICE LEVELS
No Contract Bronze Support Silver Support Gold Support
24×7 Remote Monitoring*
Incidents**
Service Requests
Virus or Spyware Incident
Client Specific Applications***
Performance Reporting
Firewall Management
Anti-Virus Management
Workstation Patching
Server Patching
Hardware Asset Register
Software Asset Register
User Management
Backup Management****
Network Support
Microsoft Office 365 Administration
Laptop / Home User Support
On-Site Survey and Health Check 12 Months 12 Months 12 Months

No Contract Bronze Support Silver Support Gold Support
Server and First 5 Workstations (per month) n/a £125 £175 £225
Additional Server (per month) n/a £40 £45 £50
Additional Workstation (per month) n/a £20 £25 £30
Additional Network (per month) n/a £20 £20 £20

No Contract Bronze Support Silver Support Gold Support
Non-Included Support (per hour) £50 £50 £40 £40
Out of Business Hours Support (additional per hour) £25 £25 £20 £20

 

* Response within standard business hours unless otherwise contracted

** Except those caused by Virus outbreak or Spyware

*** As detailed in support agreement, installation and maintenance only

**** If tape, media handling performed by the client onsite




RESPONSE TIMES
No Contract Bronze Support Silver Support Gold Support
Critical n/a 8 Hours 6 Hours 4 Hours
Medium n/a 2 Days 1 Day 8 Hours
Low n/a 1 Week 3 Days 2 Days
SERVICE PRIORITY
Description
Critical An Incident causing complete or partial failure
of the supported installation, with significant business impact.
Medium An Incident causing partial failure of the supported
installation without significant business impact.
  A Service Request that if not investigated will cause an
Incident with Critical or Medium priority.
Low An Incident causing a partial failure of the supported
installation without any impact or with suitable workaround.
An Incident that is causing no failure to the supported
installation but requires monitoring (raised through Remote Monitoring.)
A Service Request that is low level or administrative in nature.