Contract Maintenance
All our contracts share the following benefits:
- Preferential response times.
- Priority telephone & E-Mail support.
- Regular health checks carried out remotely.
- Event Monitoring software installed free of charge.
- FREE collection & delivery for off-site repairs.
- One off cost for On-Site visits, no further charges (exclusions apply).
- All-inclusive contract schedule may be offered after 12 months of normal contract.
- Annual & Quarterly payment discounts.
The three support contracts we offer feature the following services:
Silver Support: Our silver service level includes:
- Remote Response – We aim to login within 6 working hours of your initial call.
- 10 ‘Remote Sessions’ per quarter.
- On-Site Response – We aim to reach you within 8 working hours of your initial call.
- Loan workstations available within 48 working hours.
Gold Support: Our gold service level includes:
- Remote Response – We aim to login within 4 working hours of your initial call.
- 15 ‘Remote Sessions’ per quarter.
- On-Site Response – We aim to reach you within 6 working hours of your initial call.
- Loan workstations available within 24 working hours.
Platinum Support: Our platinum service level includes:
- Remote Response – We aim to login within 2 working hours of your initial call.
- 20 ‘Remote Sessions’ per quarter.
- On-Site Response – We aim to reach you within 4 working hours of your initial call.
- Loan workstations available within 8 working hours.
Here at ABCOM we view maintenance as a long term relationship.
We will very quickly understand exactly what makes your business tick and how best to provide our services to you.
We understand that costs are always an issue and endevour to offer excellent value for money.
For details on all of our maintenance services, please call 0845
257 2001
"Let us take care of your computers, so that you can take care of business."
Definitions and Interpretations:
• Response Times -- The response times given indicate an onsite visit but not necessarily a resolution of the problem. We will endeavour to get the problem fixed as quickly as possible. We will always use our best efforts to provide remote and on-site support within the timescales agreed with you. However all dates and times are estimates and we cannot guarantee that we will meet them.
• Remote Sessions -- A ‘Remote Session’ refers to a remote login or technical phone call of up to 60 minutes. The length of a session ranges between 5 minutes and 60 minutes. ABCOM reserves the right to use up to 3 sessions per quarter for remote health checks of your I.T systems and equipment.
• Support Sessions -- A ‘Support Session’ refers to a phone call, remote or on-site session. However, prepaid sessions cannot be used in all circumstances. Some problems may require an on-site visit involving additional hardware, manpower, or labour. These kinds of visits are chargeable at standard rates.
• Exclusions -- When requesting an on-site visit there may be circumstances which require additional hardware, manpower, or labour. These kinds of visits are chargeable at standard rates
