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.
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 £35 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 such as water damage, theft, cybercrime and any others.
Support Tiers - many IT Suppliers offer 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.