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Maintained Customers
Customers who
have taken out a maintained package with us will already
have the benefit of having key components of their IT system
covered with a maintenance contract. This entitles them to a
free call out by an engineer with an agreed time period –
see below:
Depending on the
type of cover, either a spare part will be sent or delivered
to you or an engineer will attend and install it.
For customers
who have opted for a non maintained package then there is
the option of upgrading to a maintained package but it is
not possible to do this and then put in a call as it can
take 5 to 7 days to set up the service. However, by
upgrading you will ensure this problem does not arise again
!
Alternatively,
if we have the necessary part or can obtain them quickly
then we can send them to you with or without an engineer.
This work will need to be scheduled but depending on the
urgency we can hopefully respond quickly enough. This would
be charged at our normal rates (make a link) or
support credits (make a link)
Maintenance
levels available
-
4 hour
response and 4 hour fix with engineer to install
product.
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8 hour
response and 8 hour fix with engineer to install
product.
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Next
business day, pre 12.00, with or without engineer to
install product.
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Next
business day, pre 17.00, with or without engineer to
install product.
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