Computer Maintenance,
Computer Repair and UK Support
Summary of Services
- Immediate response to all calls
- Full cost of parts, labour and travel as per option.
- Guaranteed fix and or replacement parts to all calls as per option
- The same or better loan equipment where necessary as per option
- Single source fault reporting
- Comprehensive technical support
Hours of Cover
Service cover will be between 0900 - 1730 hours Monday to Friday ( 8 Hour Response Time ). This excludes Weekends and Bank Holidays where call out will be a separate fee.
Data Protection and Security
We comply with all the Data Protection Acts currently in force.
Where hard disk drives are showing faults, either the hard drive or the PC system unit will be replaced until the faulty unit is repaired as per options. It is the clients responsibility to ensure that all data on is fully backed up. We will not be held responsible for any data lost during the repair of a system. However, we offer a data recovery and backup service at an additional cost.
Service Contract
Our scope for computer maintenance and support covers Novell IntraNetware; Microsoft Windows NT, 2000 dedicated fileservers, network environments. This also includes the networking client environments i.e. Desktop Applications - Microsoft Dos, Windows 9x / 2000 / XP, Microsoft Office, Works, Outlook, and Network Faxing. We provide a comprehensive service in maintaining and supporting hardware, software, cabling systems and peripherals.
UK Maintenance Categories
There are three options in the maintenance categories:
Option 1 : Network hardware/software. Telephone support only and Remote Broadband Access
Option 2 : As Option 1 + Network hardware/software 8 hr onsite support and response.
Option 3 : As Option 1 & 2 + old for new hardware replacements on all hardware.
You are in safe hands
We operate a fully integrated service management system. Our customer database contains full history details for each client and contact. Call outs are identified with a call log number, the Customer Service Record (CSR) number. Help desk personnel will then assign an engineer to the call out. The client is given an estimated time of arrival. The work is carried out by an engineer who will sign off the call out with the client, before leaving the site. If further work is required either on site or at our workshops, a replacement unit will be installed within the agreed time as per option. The loan unit will be of similar specification or better (the original unit will be re-installed once it has been repaired). The job information is relayed to the help desk personnel, thus confirming the repair or next course of action. This procedure ensures that outstanding items are not lost or forgotten it also enables us to recommend upgrades or address recalls on individual units. This ensures a traceable log of events from the moment the call out is received to the time the fault is signed off by the help desk personnel. We also maintain a follow up procedure to assist in our quality control.
Parts and Labour
Unlimited parts, labour and travel are included within the scope of our contract price as per option. All parts we use come directly from the manufacturers or their agents.
All jobs are tracked. If a particular piece of equipment has been repaired more than five times it will be placed in a high dependency category in our customer database. At that point a recommendation can be made to the client.
Consumable items are not covered by maintenance contracts. A purchase order number will be required for consumable items recommended to carry out a repair.
