Support Agreement

Monitoring agreement

Our monitoring package allows us to monitor your device(s) and inform you of any issues/problems with your systems. We will be able to remotely connect to device(s) to assist with any issues to prevent call out charges being incurred. Additional works would be charged at your agreed hourly rate.

Reactive agreement

Our reactive package includes the monitoring of your device(s). Should any issues/problems be raised by the monitoring software we will bring this to your attention. The remote support provided as part of this package is unlimited.

Proactive agreement

Our proactive package includes everything within the reactive package. In addition to this we will provide recommendations and reports to ensure systems remain up to date.

Management agreement

Our management contract includes everything within the proactive package. In addition to this package, we would also recommend third party software/suppliers and liaise with them where necessary on your behalf. Included in this we will develop ongoing IT infrastructure improvements and changes to coincide with market recommendations; which could be down to security, hardware or software updates.

MONITORING REACTIVE PROACTIVE MANAGEMENT
Monitoring software
✔ ✔ ✔ ✔
Non-support/change
✔ ✔ ✔ ✔ request chargeable*
Windows support
✔ ✔ ✔ included
Device fault support
✔ ✔ ✔ included
Plan for recommendations ✔ ✔ for future I.T
Liaise with third party
✔ suppliers included

* A non-support change/update is defined as a change within your business that may require our
assistance to update your services/devices as a result of new requirements, not a fault request.