Our support services are available on either a pay as you require basis or via one of our support contracts which provides additional benefits and features.
PAY AS YOU GO
If the user has a quick technical issue or needs talking through a procedure they can call our engineer support line to solve the issues. If it is a more in depth issue our engineers are able to connect to any computer no matter where you are and take control of the computer remotely. This allows an engineer to solve many issues that could not be solved by telephone support and offers a virtual on engineer. Some times an onsite call out is required, especially if you have network or hardware problems preventing a remote connection and we can provide a range of engineers with different specialist skills to suit you needs.
Our telephone and remote support costs as well as any in house labour carried out on your equipment is priced at £40 + VAT per hour. Whilst we will always try and answer quick questions and offer advice freely any telephone or remote technical work carried out by an engineer is subject to charge at this in hourly rate and invoiced at the end of each month. Our on site call outs are priced at £60 + VAT per hour (£75 + VAT for the first hour in central Manchester) for standard work and £75 + VAT per hour for Server and Router work as this requires a server qualified engineer.
SUPPORT CONTRACTS
Our support contracts fall into three types of contract and can cover either your main server or all of your IT equipment. Our contracts are balanced and have periodic price reviews to make sure you are receiving a cost effective support solution with the peace of mind of priority support and set response times.
Some support companies provide support in the form of prepaid groups of hours, or contracts with a maximum of two call outs per month. These contracts do not put the responsibility on the support company to solve the problem quickly and without returning for repeat faults as they are being paid by the hour. First Corporate Solutions offer contracts with unlimited restrictions and fixed pricing making it in our interest to prevent issues in the first place, solve issues that do arise quickly and ideally within one site visit.
All our contracts are pro active and provide you with response times, priority over non support customer call outs as well as other managed services listed below.
As a managed service we will liaise with other software companies you may have contracts with to try and resolve problems preventing you from having to become involved. We will also help with infrastructure problems outside of our immediate coverage. As an example If your email stopped working the fault maybe on the PC, the server, the broadband, or your email hosting. How would you know who to contact? We will diagnose and narrow down the fault and then rather than giving the problem back to you we will contact the required provider on your behalf to report the problem or discuss a resolution.
We will provide monthly maintenance on the server and discuss any problems or errors which have occurred which will cover the following systems -
- FREE DISK SPACE
- MEMORY USAGE
- PAGE FILE MEMORY
- PROCESSOR USAGE
- DNS
- EVENT LOGS
- ANTI VIRUS UPDATES
- MICROSPOFT SECURITY UPDATES AND DOWNLOADS
- UPS CONNECTIVITY
- ROUTER LOGS
- UNDELETE FILE RESTORATION (IF INSTALLED)
- ROUTER AND INTERNET CONNECTIVITY
- REMOTE ACCESS LOGS
- FILE SYNCHRONISATION (IF INSTALLED)
- EXCHANGE MAIL SYSTEM
- PRINT QUEUES
- SECURITY LOGS
- WIRELESS SECURITY (IF INSTALLED)
- POPBEAMER ERRORS
- ROUTER FIRMWARE UPDATES
We also will monitor your systems automatically throughout the day free of charge as part of your contract, although you will need to buy the license for the monitoring software which is a one off cost of £95 + VAT
REMOTE SUPPORT (BRONZE)
Our remote support contract offers unlimited email, telephone and remote support into your systems and can cover either your main server equipment, or can also include your PC workstations and other IT equipment. If required on site call outs can be arranged and as part of your contract these will be offered to you with an 8 hour response time. Any onsite calls fall outside of the included support provision of this contract and therefore are subject to our standard on site charges.
ON SITE SUPPORT CONTRACT (SILVER)
Our remote support contract offers unlimited email, telephone, remote support and if required an on site visit by one of our engineers. This contract can cover either your main server equipment, or can also include your PC workstations and other IT equipment. As part of your contract these will be offered with an 8 hour response time for workstations and 4 hour response time for your main server.
ON SITE SUPPORT WITH MAINTENANCE (GOLD)
This contract provides all the benefits of an on site contract with the additional benefits of regular on site maintenance days. These can be provide as little as one hour per month to several hours a week and provide an engineer on site at set times and for a set period which is offered at a reduced hourly rate. This allows an engineer to be on hand to solve general non urgent problems, carry out general hardware maintenance to the server and PCs as well as providing general training and advice to end users who may have queries or problems. This not only provides preventative maintenance to your systems, but can help users to be more efficient with the usage of their PCs. We can also carry out other general task such as running a test restore of data to check your backups are actually working or offering a monthly archived backup disk of your data which can then be taken off site.
