Help Desk

Looking after your IT systems and networks is a full time job, and one that requires a dedicated, strategic approach to ensure your issues are dealt with as soon as they arise. Very simply, the features of this scalable service rank it amongst the best. We offer a Help Desk service delivered through a single point of contact, utilising the comprehensive range of skills and resources within our dedicated technical assistance centre. From here all incidents are managed and dealt with in the most efficient and time sensitive manner.

Services include:

• UK, Ireland and mainland Europe coverage

• A single point of contact for all related incidents

• Networking devices and service support

• Guaranteed responses and fixes within a defined service level agreement (SLA)

• Standard 08:30 to 18:00 Monday to Friday service including call logging and reporting

• Optional upgrade to 24/7 Help Desk and logging facility

• Remote and onsite trouble shooting services

• Access to 48 spares locations

• A vast network of skilled and accredited field based engineers backed up by specialist consultants

• Service delivery management

Computers are wonderful when they work, but when they don’t our support team is there to get you back in business – literally. The Help Desk team follows a specific process, starting with a full on site audit which includes hardware and software details of the current infrastructure. At the end of the audit a document with suggestions for improvement of your set up is presented to you for consideration. At this point you have two support options from which to choose.

Ad Hoc Support
At this level you can give us a call whenever you have a problem and we can arrange for an engineer to either carry out telephone support, or come to your site to deal with any other issues you may have. This will be billed in hourly increments at £75.00 per hour during regular support hours, and at a premium rate at all other hours; there is no guarantee of response time outside standard support hours. If you have no critical systems, or you need only occasional help with a specific problem or hardware, this kind of support is perfect for you. In this option, there is a charge for the site audit.

Comprehensive SLA
With this kind of SLA in place, you pay a minimum monthly retainer which guarantees you a 4 hour response, includes a monthly “health check” of all your equipment, and unlimited remote and on-site support by one of our engineers. You are still required to pay an hourly charge for the onsite engineer, but the rate is significantly reduced due to the retainer. The monthly Health Check involves a remote access log in and systematically ensures there are no viruses or spy ware on any of your PCs, and that all PCs and servers are up to date and configured in the optimal way. This option is perfect for keeping costs down on a stable network with reliable PCs. With this option, the site audit is free.

Service	Details	Price*
Help Desk - Ad Hoc	Standard hours of support Outside standard hours of support (no guarantee of response time)	£75.00/hour £112.50/hour
Help Desk - Comprehensive SLA	Monthly retainer. Hourly charge for engineers to visit on site £50.00/hour (additional to the retainer).	Laptop/desktop £50.00/item Server £75.00/server B&W laser printer £25.00/item Hosted email £10.00/1GB mailbox Hosted email £12.50/2GB mailbox

*Terms and conditions apply. VAT not included

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