I.T. Support & Maintenance

We provide business class I.T. support to small and medium-sized businesses. If you recognise the value of technology as being a key enabler for efficiency and productivity, but you also have an eye on budget and cost, then our support options will be of interest to you.

As well as offering reactive and proactive support, we also offer some key I.T. services on a monthly basis to aid in releasing the burden of your own responsibility towards your I.T. infrastructure, allowing you to concentrate on your main business activity without denting productivity and reliability.

We offer varied plans with different levels of service. The First-Contact to Resolution time that we provide is dictated by a Service Level Agreement (SLA) between us.

Our lowest tiered plan – the Essentials plan, has no SLA and this is reflected by the low cost. This doesn’t mean that our Response or Resolution time to your support request will be slow, it simply means that it is not guaranteed.

This means that when we are busy with multiple support requests, your support request will be placed at a lesser priority but it will be dealt with eventually. If we aren’t busy, it isn’t unexpected for you to receive an immediate Response and swift Resolution, but it is not guaranteed as we are unable to know when we will be busy.

At busy periods, we need to provide a priority to our Plus and Ultimate clients, coupled with a guaranteed response time. These are the plans you should consider if you need a guarantee that your issues will be resolved quickly.

Our guaranteed response times are still only worst-case. In reality, our response will be quicker – i.e. although we guarantee an SLA response of within 8 hours, the actual response that you will get can be as little as an hour or even immediate.

If your business is dependent on several or more PCs, our fixed priced support will be what you are looking for. We offer three plans.

Below are the key features that each plan provides. The comparison table further below will show everything that each plan includes, at a glance.

Our on-site support rate varies between the different plans – the larger the plan, the less you pay.

If you require regular on-site support (for example, 1 hour of on-site support twice a month), then this pricing also applies – simply add the figures to your monthly total. If your on-site support requirements are larger, speak to us to see what we can offer you in terms of a further discount.

¹ Office Hours are Monday to Friday, 8am to 6pm, exclusive of weekends and public holidays. Termed as a ‘working day’.

² Out-Of-Office Hours include early mornings from 6am onwards, evenings upto 12am, weekends, and all public holidays (excluding Christmas Eve, Christmas Day, Boxing Day, & New Years Day).

³ SLA Response – This refers to the guaranteed time between First-Contact and Resolution. In most cases the actual time to resolve an issue will be less than quoted in the table. ‘No Guarantee’ means that we don’t provide a guaranteed time for resolution, but your issue will be resolved in a timely manner according to priority and workload at the time. Expect simple issues to be resolved on the same working day, and more complex issues to be resolved by the following working day.

* Initial Site Survey – This is not mandatory for clients on the Essentials plan and non-contracted clients, but it is strongly recommended. Please bear in mind that if you don’t have an initial site survey carried out, we may need a little extra time to get acquainted with your I.T. infrastructure and take notes for future reference when on-site for the first time. By having one carried out, we will be fully acquainted with your I.T. setup from the beginning and can serve you on-site fast and efficiently in the future, saving you money on longer than necessary callouts. The site survey is a flat-rate charge so even if we need a few hours or more on-site, you won’t be charged extra. The site survey is included free for Plus and Ultimate clients.

Your Location – If your office is based outside Leicester or Leicestershire, pricing may differ slightly depending on travelling distance and purpose of callout – please contact us with your location to see if there is a price adjustment.

Discretion may be applied for callouts that overrun – we generally aim to round downwards.