Businesses rely on their IT to achieve a competitive advantage and to satisfy critical business objectives. To keep such infrastructures operating at peak efficiency, organisations require the security of consistent, flexible, and easy-to-use IT support programs.
AcumenIT offers an extensive and comprehensive range of IT Support Solutions that allow customers to choose the service level best suited to their needs.
At AcumenIT we want to ensure your computer system achieves optimal performance and helps create a competitive advantage for your business. We understand that the most sophisticated and powerful hardware and software demands the best customer support. With this in mind, AcumenIT offers a consistent set of offerings to meet the needs of our customers.
With all our support packages, we provide a Help Desk, which you can use to receive technical support. Our Service Coordinator will route your call to a qualified Systems Engineer and in most cases, quickly solve your problem. If the problem cannot be resolved over the phone/remotely, a Systems Engineer will visit onsite.
AcumenIT Support Contracts
Standard
Our Standard Support Contract provides a "bank of hours" (10, 20, 50 or 100 hours) which can be used to address any problems that occur; for telephone/remote support or for onsite call outs. They can be used for project type work as well.
If a problem cannot be resolved over the phone or remotely, an engineer will visit onsite to resolve the problem.
Once the bank of hours is depleted, it is automatically replenished. Unused hours never expire – so you never lose out.
Enhanced
Our Enhanced Support Contract, is a fixed price annual contract. It is paid monthly, and offers our client, a known cost for their IT Support for the entire year.
This package is aimed at our "typical" customers who require a quick response and minimal downtime. Although this package also encompasses the "Virtual IT Manager", we don't take quite as much responsibility for your IT as we do with our Premium support package, but we do allow for ample time to be proactive rather than reactive.
Unlimited free telephone and remote support is included in the contract, and we will endeavour to be proactive and perform regular preventative servicing of your computer system to ensure it runs at optimal efficiency.
Premium
Our Premium Support Contract, is a fixed price annual contract. It is paid monthly, and offers our client, a known cost for their IT Support for the entire year. With this contract we take complete responsibility for your IT. It offers the quickest response times.
This package is aimed at our customers who require a very fast response and minimal downtime.
In particular, with this package which crucially encompasses the "Virtual IT Manager", we take complete responsibility for your IT allowing you to get on with what you do best. Basically the whole I.T. Department is "out-sourced" to AcumenIT for us to manage.
Unlimited free telephone and remote support is included in the contract, and we will endeavour to be proactive and perform regular preventative servicing of your computer system to ensure it runs at optimal efficiency.
Premium+
Our Premium+ Support Contract provides the ultimate in IT support. It is based on the Premium support contract, but then client specific bespoking is implemented to ensure a 100% fit to satisfy the clients needs. We are happy to consider suggestions from you the client and integrate them into the contract.
If desired we can include performance related Bonus and Penalties, thus always ensuring the absolutely best service money can buy.
IT Support Contract Components
|
STANDARD |
ENHANCED |
PREMIUM |
PREMIUM+ |
Maximum response time for telephone/remote support |
2 hours |
2 hours |
1 hour |
B
E
S
P
O
K
E
S
E
R
V
I
C
E
|
Maximum critical onsite response time |
4 hours |
4 hours |
2 hours |
Maximum non critical onsite response time |
8 hours |
8 hours |
4 hours |
Regular Onsite Preventative Maintenance Visits |
Optional |
YES |
YES |
Submit requests via email |
YES |
YES |
YES |
Access to Help Desk Support |
YES |
YES |
YES |
Daily backup alert monitoring |
YES |
YES |
YES |
Access to dedicated emergency telephone number |
YES |
YES |
YES |
Dedicated Account Manager |
YES |
YES |
YES |
Dedicated and Certified Systems Engineer |
YES
(if VIT utilised) |
YES |
YES |
Daily server monitoring |
NO |
YES |
YES |
Daily anti-virus update monitoring |
NO |
YES |
YES |
Unlimited free telephone and remote support throughout the year |
NO |
YES |
YES |
Unlimited free onsite call outs throughout the year |
NO |
YES |
YES |
Network Documentation |
NO |
YES |
YES |
Pre-support Site Survey |
NO |
Mandatory |
Mandatory |
System software updates |
NO |
YES |
YES |
Loan equipment supplied (if available) |
NO |
NO |
YES |
Monthly Work Logs |
NO |
NO |
YES |
Adhoc support
Although it is always our recommendation that a Support Contract is taken out with AcumenIT thus ensuring priority over non support contract clients, we will also deal with any company on an Adhoc basis.
If you have an IT problem or issue, we can deal with it immediately without you having to take out a service contract. If there is a fault, we will quickly evaluate the problem and identify the cause.
We can either fix it there and then or give you a cost estimate.
If you require any further information, contact Janice Starrs on 01224 573904 or on Email janice.starrs@acumen.info
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