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Option 2
Description of Support
This Option is predominantly for the support of small companies that need help on a regular basis for IT issues as they occur. The monthly service visit is designed to keep the server in good running order and to check for any recurring problems that may have occurred from the last service visit. During the month CenCom adopt a reactive approach to users requests for support they are responded to via our support systems and Service Level Agreements (SLA) are put in place to prioritise issues and ensure they are responded to in an acceptable time frame.
Scope of Support
Servers - Windows Server 2003 Onwards, SQL Server, Terminal Servers, SharePoint Server
Workstations - Windows XP Pro, Vista
Applications - MS Office 2003 Onwards, Sage, Act, MS CRM, Sales Logix,
Retention of Information
CenCom retain minimal information concerned with the server network and the users.
Support Service Type
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Charge
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Basis
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Notes
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Monthly Service Visit
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£ 140.00
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Per visit
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See list of Jobs
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Service Level Agreement (SLA)
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Included
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Response Times for SLA
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8 Hrs
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Chargeable Services
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Yes
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Remote Support
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£ 35.00
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Per Hour
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Min 1 Hour
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Onsite Support
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£ 70.00
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Per Hour
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Min 1 Hour
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CenCom Lab Work
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£ 50.00
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Per Hour
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Business Days
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Mon - Fri incl.
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Weekdays
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Not Bank Holidays or Public Holidays
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Business Hours
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8:30 - 5:30
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Billing Method
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In Arrears
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Payment Terms for chargeable services
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30 Days from Invoice
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