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IT support contracts are essential for any business looking to maintain its technology infrastructure and ensure business continuity.

Why an IT Support Contract?

With a comprehensive IT support contract, you'll have access to a team of experts who are always available to resolve any technical issues that may arise. We offer flexible and cost-effective solutions for businesses of all sizes, providing peace of mind and allowing you to focus on your core operations. From hardware and software support, to network and security management, we have a range of services to meet your specific needs. With a proactive approach to IT support, our team will work to prevent issues from occurring, reducing downtime and maximizing your productivity. Don't leave it to chance - invest in an IT support contract today and experience the benefits of a reliable and efficient IT support plan.

What does an IT Support Contract cover?

Our support contracts are tailored to the individual business and based on what you need us to cover.

The IT Support Contract can include:

  • Telephone and Email support
  • Remote Access support
  • Support for an agreed number of computers and servers
  • Network Infrastructure support
  • Software Support

Our IT Support contracts have 3 main parts

  • Remote Support & Management – This covers the provision of remote support and management for the agreed list of devices and servers, network infrastructure and any software monitoring.
  • Service Level Agreement – This determines the response time and cover along side the hourly rate for callouts and work/support not covered by this contract.
  • Third-Paty or Custom System – This covers the provision of support for third-party or custom systems

What is the Service Level?

When you agree on a Service Contract, you will agree on a specific service level. These service levels will determine the available support periods, be that workdays, evenings, weekends or bank holidays. The service level will also determine the hourly rate for work.

SLA Type   Office Hours Evenings Weekends & Bank Holidays Hourly Rate Callout Rate
No SLA Remote Support 1 day Discretionary N/A Standard rate Standard rate
Onsite  1 day N/A N/A Standard rate Standard rate
Bronze Remote Support 5 hrs Discretionary N/A Reduced Rate Reduced Rate
Onsite  1 day N/A N/A Reduced Rate Reduced Rate
Silver Remote Support 2 hrs Best Effort Descretionary Reduced Rate Reduced Rate
Onsite Same workday Discretionary Next Workday Reduced Rate Reduced Rate
Gold Remote Support ASAP Best Effort Best Effort Reduced Rate Reduced Rate
Onsite  ASAP Best Effort Best Effort Reduced Rate Reduced Rate

 

Response Definitions

  • Workday – Weekday excluding bank holidays.
  • Discretionary – Issues will be dealt with at our discretion and the availability of staff. Non-urgent issues may be carried over to the next workday.
  • Best Efforts – We will make our best efforts to respond as soon as absolutely possible to issues notified to us. Non-urgent issues may be carried over to the next workday.

The Next Step

Before finalising a support contract we would need to establish more about your requirements and what you would expect us to cover.

Things to consider would include:

  • How many user devices (desktops & laptops) need to be supported.
  • What server infrastructure has to be supported. (e.g. Domain Controller, Email Server, File Server, etc..)
  • What endpoint security software would be in place.
  • What software needs to be supported/managed. (e.g. Microsoft 365, Google Workspace, etc..)
  • Would there be any custom hardware/software/infrastructure requirements.
  • Finally what Service Level response would be desirable.

Call us today on 01624 625665 to discuss your support contract requirements.