Comprehensive Support

Introduction

Business operation has become heavily reliant on computers and communications even more so in the 21st century, with most business communication done using email and Tele-working (working from home) a reality. As more and more companies out-source their ICT operation the reliance on multiple vendors for support, leaving many companies wondering who to call first in order to solve a problem.

PositiveIT have identified a niche in this market to help companies support their networks and communications without having to invest in expensive internal ICT skill sets or wonder who to rely on when a problem arises. We have a tiered approach to help companies manage their ICT and support more effectively and timely.

General Support

If your business requires urgent support and you are not covered by a Positive IT Support Plan, we can still offer you a certain degree of support, whether telephone, remote diagnostics or on-site assistance.  Due to the nature of this kind of support, we cannot guarantee response times and the service is charged at a premium.  For more information on general support costs please see our Support Rates datasheet.
Support is provided by Positive IT during working hours 9:00 to 17:00 hours Mon - Fri excluding Public and Bank Holidays.

IT Support Plan

Planning can only reduce the risk of the need for support, computers like most electronic devices can fail and breakdown, and this never happens at a convenient time.  PositiveIT experience of communications and business systems can be called on at any time.  Support can take the form of consultancy or physical hands on approach.

As the cost of computers and IT hardware has fallen over time, it is no longer necessary for IT support to cover warrantee for hardware parts.  Positive IT support has been designed around software and connectivity so we therefore do not provide hardware warrantee as part of the IT support plan.

Our IT support plans are scaled to meet the needs and requirements of both small and medium sized companies, and available in three categories: Bronze, Silver and Gold.  We have invested in software to speed up the access of remote support and we believe this to be key to resolving most support requests quickly and efficiently.  In circumstances where remote support is not possible or not suitable for resolving a request, we provide both off-site (drop and collect service) and on-site support, which is subject to a fixed call out charge, followed by an hourly rate.

Our Bronze, Silver and Gold packages are tailored according to response times and the type of devices supported.  Please note, we do not provide server support as part of our Bronze package, and on-site support as standard is only provided with Gold support.

Bronze IT Support Plan

The Bronze IT Support Plan is our entry level service agreement, and provides remote support for both laptops and desktops running Windows XP Pro or Vista.  All Bronze support requests logged into the support system will be charged on a per incident basis for both remote and on-site support.  If you require an on-site visit by an engineer, or if a problem cannot be resolved remotely, then you will be charged our minimum call out fee and the hourly rate.  This rate is rounded to half an hour.

Response Times
Support is provided by Positive IT during working hours 9:00 to 17:00 hours Mon - Fri excluding Public and Bank Holidays. Remote access next business day.        
On-site call-out if required within 3 business days.
Requests for change are treated as low priority and will be acted on within 2-3 days.

Silver IT Support Plan

The Silver IT Support Plan provides remote support for laptops, desktops and servers running Windows XP Pro or Vista, or Windows Server Operating Systems.  The Silver IT Support Plan entitles you to Free Remote Support (Fair Usage Policy Applies) as part of the agreement.  If you require an on-site visit by an engineer, or if a problem cannot be resolved remotely, then you will be charged our minimum call out fee and the hourly rate.  This rate is rounded to half an hour.

Response Times
Support is provided by Positive IT during working hours 9:00 to 17:00 hours Mon - Fri excluding Public and Bank Holidays. Remote access is provided the same day (if the request is made before 13:00).              
On-site call-out if required within 2 business days. Requests for change are treated as low priority and will be acted on within 2-3 days.

Gold IT Support Plan

The Gold IT Support Plan is for customers who require both Reactive and Pro-active support.  The first aim is to ensure business systems are kept operational, we firmly believe in preventative maintenance as opposed to reactive support. By devoting a small amount of time periodically, we can identify areas of concern within a business system before it starts to become a problem or risk to the company’s daily operation.  The Gold IT Support Plan includes 4 hours on-site per month and covers laptops, desktops, servers, printers and network components.  Free Remote Support (Fair Usage Policy Applies) is also included as part of the agreement.  If you require an on-site visit by an engineer, or if a problem cannot be resolved remotely, then you will be charged our minimum call out fee and the hourly rate.  This rate is rounded to half an hour.

We also aim to undertake the following work while on-site:

• Business system and network audit.
• Software licensing audit.
• System health monitoring.
• Internet and computer security.
• Performance and capacity planning.
• Data backup and restoration, including disaster recovery planning.

Response Times

Support is provided by Positive IT during working hours 9:00 to 17:00 hours Mon - Fri excluding Public and Bank Holidays.
Limited support is provided out of hours.
Remote access the same day (if the request is made before 13:00). 
On-site call-out if required next business day.
Requests for change are treated as low priority and will be acted on within 2-3 days