Standard Support

SLA: 4 hours
Process: Phone, Email, Web Ticketing, Remote Desktop
No. of Incidents per year: 10
Remote Connection: 1 day
Min Contract Value: £950
Other: Requires an active vendor maintenance contract!

Enhanced Support

SLA: 2 hours
Process: Phone, Email, Web Ticketing, Remote Desktop
No. of Incidents per year: 25
Remote Connection: 4 hours
Min Contract Value: £3,000
Other: Requires an active vendor maintenance contract!

Managed Service

SLA: 2 hours
Process: Phone, Email, Web Ticketing, Remote Desktop
No. of Incidents per year: Unlimited
Remote Connection: 2 hours
Min Contract Value: £tbc
Other: Requires an active vendor maintenance contract!

Managed Service – Details

Infrastructure Management:

Pro-active monitoring and management ownership of all service dependencies, including backups, log archiving, SQL indexes etc.

Isolated network managed by experts in both infrastructure and application with processes focused on the solution.

Our team include experts in SafeCom, PaperCut and ControlSuite dependencies, and infrastructure hosting the solution. Strong internal communications result in zero-lag for changes and issue resolutions.

Application Best Practices

Over 20 years experience in design & implementation. Support services across over 200 implementations allow us to easily spot trends. Strong links with software vendors to keep abreast of any news.

Keep the solution up to date using a ‘Standard Release’ principle, updating to new versions of software within agreed change windows after 6 months of proven use, post vendor release in key accounts, which prefer ‘First Release’ or update indiscriminately.

End-to-End Monitoring Services

All infrastructure and service metrics based on our experience and vendor recommendations are monitored to generate alerts for quick resolution.

We run services to pro-actively monitor & generate alerts for any devices detected as offline, with rules to automatically inform local staff of the device state. For devices identified in key areas we also pro-actively monitor the resolution of the device outage & verify readiness.

Account Management

Monthly reports generated for key service metrics such as SLA response times, number & severity of issues.

Quarterly recommendations provided based on any new updates, industry changes, and analysis of service e.g trends on peak usage.

Automatic reporting showing any number of metrics for the print solution.