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Ensure Business Continuity with Our Comprehensive IT Support Contracts.

Why Choose an IT Support Contract?

Securing an IT support contract is crucial for maintaining your business's technology infrastructure and ensuring seamless operations. With our comprehensive contracts, you gain access to a dedicated team of experts available to resolve any technical issues promptly. We provide flexible, cost-effective IT support solutions suitable for businesses of all sizes, granting you peace of mind and the ability to focus on your core activities.

Our proactive approach aims to prevent IT issues before they arise, reducing downtime and maximizing productivity. Investing in an IT support contract means choosing reliability and efficiency for your business operations.

What Does Our IT Support Contract Cover?

Each support contract is customised to your specific business needs and can include:

  • Telephone and Email Support
  • Remote Access Support
  • Support for a predetermined number of computers and servers
  • Network Infrastructure Support
  • Software Support

Main Components of Our IT Support Contracts

  1. Remote Support & Management: Includes remote support and management of agreed devices, servers, and network infrastructure.
  2. Service Level Agreement (SLA): Defines response times and terms for any additional support not covered by the contract.
  3. Third-Party or Custom System Support: Provides support for third-party or custom systems.

Service Levels

When setting up a Service Contract, you agree on specific service levels. These levels determine when support is available—during workdays, evenings, weekends, or bank holidays—and establish the hourly rate for services.

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 finalizing your support contract, we will discuss your specific requirements and what you expect from our services. Key considerations include:

  • The number of user devices needing support.
  • The server infrastructure to support (e.g., Domain Controller, Email Server).
  • Endpoint security software in use.
  • Software needing support or management (e.g., Microsoft 365, Google Workspace).
  • Custom hardware/software needs.
  • Desired service level response times.

Contact us today at 01624 625665 to discuss your IT support contract requirements and secure a reliable, efficient IT support plan for your business.