As an IT company, our IT Support Contracts are tailored to your or your company's needs. Each contract gives our clients unlimited access to our remote IT Helpdesk. And, there are no extra charges for high volumes of calls. At the same time, we will give you a guaranteed Service Level Agreement (SLA). For instance, the SLA ensures all issues are resolved within agreed timescales.
Furthermore, the monthly SLA report details your monthly calls and issues as well as our performance. We are very proud of our SLA stats, we ran at 100% for 10 out of 12 months in 2019 and, despite the increase in calls for IT support due to COVID-19 lockdown, we are still up at 100%. This is entirely due to the professionalism and dedication of our team who work hard to ensure we meet our IT Support Contracts SLA.
Once your level is agreed, there are no nasty additional costs. Additionally, we can offer plenty of bolt-on choices such as Anti-Virus, Backup Monitoring, Microsoft Products etc. IT Support Contracts are suitable for all business sizes including sole traders. Our IT Support Contracts start from £25 per user per month regardless of the number of devices the staff member uses. Contact GNC Technology today so we can discuss your needs.
So what should IT Support Contracts cover?
A contract may or may not include the SLA (Service Level Agreement). The SLA might be covered in a separate document and your supplier should clarify this before the contract is drawn up. The agreement will also state the hours of operation in it. Also, is their Support team available during your working hours, regardless of what those hours are?
What activities and services it actually covers including an hourly rate, if applicable, or if you have an IT Managed Services contract exactly what this will cover.
Exclusions - find out exactly items are excluded in the Support Contract such as water damage, theft, cybercrime and any others.
Support Tiers - many IT Suppliers offer IT support on various levels and it is important that you establish exactly what you are getting.
Response and resolution test - how long will you be expected to wait if you report an issue. Obviously, some issues will be more immediate than others therefore you need to know exactly what to expect.
Extra costs - you have to check the charging schedule carefully, there could be extra charges for e.g. out of hours work.
For further details on how our IT Support Contracts can help your business, call us on 0333 241 2544 or email us with details of what you are looking to firstname.lastname@example.org