ExcellenceIT

Service & Support Agreements

In some circumstances Excellence IT will enter into service agreements with our customers or support agreements to form a required level of service & co-operation between both parties. Service agreements will usually involve maintenance of equipment or software. Support will usually involve immediate access to assistance from a technician as & when needed (depending on the level of support agreed to), to resolve a question / issue / item & return the system / application or process to it’s former operation.
We will usually undertake this kind of agreement in a case where the work may range across a number of aspects of IT. We enter into these agreements in situations with clients with whom we feel we have been able to provide good support & where both parties have had an enjoyable, rewarding experience.
A Service agreement, or Support Agreement which sets out the service to be undertaken, or the support to be offered, can clearly define each person’s or parties’ goal. It can also limit the liability of the parties & ensure that both get the services, support & results that they expect.
Our agreements contain:
  • a specified level of service
  • support options
  • a specified level of customer support
  • details of the software or hardware that is covered
  • a definition of the services that are included in regularly occurring works & for what fee.
Depending on whether the agreement is for provision of services or the hiring of a service provider & which party drafts the agreement; there may be exceptions where the agreements are broader or narrower.
 
A Service or Support agreement will help to clearly define goals & ensure each party completely understands their duties & responsibilities. Agreements also limit risk & ensure both parties get what they need.
Please see table below of some of our options.

 

 

Maintenance Support- Remote Support-On-Site

In Control

CUSTOMIZED

CUSTOMIZED
Regular service actions are performed on the computers from operating system updates, to virus checks, to verifying the backup and restoring some files to test, and reviewing event logs.
We review 10 areas customised for the type of computer whether it is a server or workstation.
Works are offered at a discounted rate for a 12 month planned maintenance approach which can be increased or decreased as the business needs dictate without any penalty.
 
As part of our maintenance proposal we include at a minimum of one hour support each month at no extra charge. The included support is delivered remotely and can be used on workstations, servers or general support assistance from 9AM to 5PM Monday to Friday (excluding public holidays).

Depending on the organisation, the equipment in use and the staff operating, more support may be required and with this in mind we have an option of pre-purchasing support.

Additional support used for remote support, phone support or email ticket support is purchased, used and tracked as points.
Where 60 points costs $120, and for general 9AM to 5PM support, points are used at a rate of one point per minute.
To track usage we provide access to our online system to determine the usage during the month and balance remaining.
 
Onsite support can be purchased in addition to remote support for onsite delivery (and must be purchased in conjunction with a Maintenance package). This includes the following:
    *Travel Costs billed at the end of month (as used)
     *One invoice at the end of the month for all support / labour
     *Remote support is used in 1 minute increments and is the same cost for all types of support (remote / email / phone support)
     *Top up remote / offsite / phone / email support as required
     *Topped up support does not expire
     *Additional Free Support automatically renewed each month
      *Pre-purchased onsite labour is discounted from normal rates.
 
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