Standard Support Agreement
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We've invested in our people and systems to providing expert and professional support and services to all of our clients. We receive many ad-hoc enquiries from new clients regarding a range of one off issues, from all aspects of computer networking, to server crashes and related issues, etc.
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Description of Service |
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Standard Support Agreement
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Local Professional Support Provided within Standard Business Hours: (9:00 - 5:30). A local helpdesk where the majority of calls are resolved on the first call, and straightaway, avoiding the need for queuing and follow-up calls. In the case of an issue not being resolvable straight away then a Support Case will be logged, should the issue require a physical site visit then this will then be arranged.
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Defined Service Level Agreements (SLAs): we pride ourselves on providing a responsive and professional service. Included in these SLAs is that business critical issues will be responded to within a maximum of 4 hours. As an indication in the past year the average resolution time has been 30 minutes. |
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Secure Remote Access: the client’s system is configured in advance so that client’s issues can be responded to immediately by remote support when required. |
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Pro-active Monitoring and Alerting: so issues can be traced early and resolved prior to them causing business disruption and loss of essential services. This service includes the adding of Client’s Server(s) to our Server Monitoring Dashboard which provides for near real time status of the server’s health, and alerting of issues.
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Personalized Service and Allocated Account Manager: we maintain system configuration and related information for each of our supported clients. This provides us with the ability to react quickly and knowledgeably to any client issues. Our aim is to act as an extension of our client’s team. |
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Rolling Quarterly Agreements: we don’t believe in attempting to lock our clients into an annual agreement. We believe that clients will choose to stay with Microswift because of the overall excellent service and competitive costs; this is borne out in our excellent client retention record. |
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Pre-paid Support time
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Pre-paid Support: (as set out here but for use with the Standard Support Agreement). |
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| Quarterly Agreed Support Time |
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Quarterly Agreed Support Time: An agreed quarterly support quota (in hours). For example: the quota may be 6 hours per quarter (or 2 hours per month). This time is used whenever required to resolve issues and maintain services, any unused time will be carried over to the next quarter; it doesn’t therefore expire. A log of calls and issues resolved is kept within our CRM system, together with the associated time spent.
Should additional time be required for: requested changes, small projects or additional support then this is charged at a 10% discount on our standard hourly charge*.
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