Support & Maintenance

By: Experisys IT  10/01/2011
Keywords: procurement, office solutions, onsite it support

 Experisys IT offer ongoing support services based on an annual agreement, charged annually or quarterly depending on client preference.

Our support is not based on a per PC (or other equipment) basis but is taken as a whole, i.e. adding or removing pieces of equipment here or there does not effect the cover you have. If there was a substantial change then this would be reviewed at the end of the contract period. Our support rather is based around a pre agreed number of scheduled visits.

During these visits systems checks are carried out and any issues or user problems are addressed while the engineer is on site. Outwith the scheduled visits, any adhoc callouts are charged separately but at a contracted rate, likewise any remote work carried out back at Experisys IT’s workshop on behalf of the client. No chargeable work is carried out without prior agreement of the client.

Our support agreements state a SLA (Service Level Agreement) for the handling of requests.
Included in the agreement will be a period of time allowed for telephone support per month. Sample Agreement Summaries and Current Contracted Rates Retainer - no visits, 1 hour tel support per month (£40ph pro-rata thereafter), £48ph onsite, £40ph workshop NB. first hour may vary depending on location Bi-Monthly Visit - Onsite up to half a day every 2 months, 1 hour tel support per month (£40ph pro-rata thereafter), £48ph onsite, £40ph workshop Monthly Visit - Onsite up to half a day every month, 1 hour tel support per month (£40ph pro-rata thereafter), £48ph onsite, £40ph workshop Price is based also on assessment of size of site (no. of servers and PCs) and expected level of user competence (i.e. how often will they be needing assistance.)

Keywords: office solutions, onsite it support, procurement