Preventative Maintenance and Support
Once your systems are in place there will be a certain amount of preventative maintenance that will need to be done (checking server event logs for errors, checking backups, Exchange Administration, Server Administration, Intrusion detections, Intrusion Preventions through Antivirus and definition check, signature files are up to date etc. Creating email ids, user accounts, handling emails issues in Exchange, and Releasing/defining or restricting / enabling security policies on the server in user’s perspective.
We offer two levels of contract support (Monthly Rates):
This service costs £20 per workstation (desktop/laptop) per month and £75 per server per month (if any).
This level of support includes the following:
Unlimited remote support, 24/7. Users can contact us via email, telephone or Rescue. IT rescue is a remote access service which allows our engineers to VPN into the problematic desktop or server, and fixes it without having to visit your Office.
When it’s not possible to repair faults remotely you will be entitled to preferential Call out rates (£50 during office hours of 09:00 – 6:30 and £75 out of hours. Compared to £75/£100 non contract rate).
An engineer can be onsite when required within 4 working hours of a fault being diagnosed as un-repairable remotely.
IT Support+ plus (On-Site Support)
This service costs £25 per workstation (desktop/laptop) per month and £100 per server per month (if any).
Unlimited remote support, 24/7. Users can contact us via email, telephone or rescue. IT rescue is a remote access service which allows our engineers to VPN into the problematic desktop or server, and fixes it without having to visit your office.
Unlimited onsite support during office hours – this means that you will not be charged an hourly rate no matter how many times you need an engineer onsite during office hours.
Preferential out of hours rates – if you need an engineer out of hours you will only be charged £50 per hour (compared to £100 non-contract rate, and £75 Contractual Support rate)
An engineer onsite when required within 4 working hours of a fault being diagnosed as un-repairable remotely
Active Server monitoring
Any changes in the configuration or Existing Setup may be charged extra and can be discussed at the time of change.
Preventative maintenance charges are payable Monthly or Quarterly (Every 3 Month), in advance.
You may also need our help in the event of systems failure or other unpredictable problems.
We would normally recommend one hour of remote error checking per month and a 4-hour visit Quarter (3Months) on site for a network with one server charges are included in above given options for IT supports.
If there is no facility for remote access to the server the charges will depend upon the maintenance method and schedule. This will warrant further discussion.
Preventative maintenance charges are payable Monthly or Quarterly (Every 3 Months), in advance.
Specifics of On-going Support and Maintenance of Systems
Generally a ‘cooling off’ period of one month is allowed whereby any glitches and unforeseen issues are resolved (after any server installation or re-build). This is usually free of charge unless the issues were not made apparent due to insufficient information supplied to us by the client.
The following details our responsibilities, involvement and charging details for the ongoing maintenance of your IT systems upon completion of work carried out.
Hardware, Network Devices, Software and Systems Failure including Workstations
PC hardware and software is built to certain specification before it leaves the supplier. Any modifications, fine-tuning or additions carried out by us during the original installation will need to be repeated if the system is replaced or repaired.
Any new workstations, Servers and Network Devices supplied come with a three year manufacturer warranty. In the event of a System Board, Memory, Power Supply, Processor, Keyboard, Mouse, or Monitor failure the manufacturer should be contacted directly for the part to be replaced (please refer to the manufacturer’s terms and conditions on given quote).
In the event of a hard disk failure, the same will need to be done, however you will need to get the operating system and software back to your individual setup.
Operating System & Software:-
Through normal use, the operating system and software installed should run for a number of years without error.
If the system becomes unstable through virus attack, the installation of illegal or incompatible software, file corruption, or system misuse, the workstation may need to be re-imaged. The process is the same as mentioned above for hard disk failure.
All operating System/ Software should be licensed, all the copyrights issued on the name of company or Owner. It is Company/ Owner Liability to obtain all the licenses for all the Softwares and Operating system installed on site. Blitz technology is not responsible for any kind of licensing details or will not maintain the system which is not licensed or do not have copyright or do not keep any liability of any unlicensed software.
Any hardware failure is covered by the manufacturer’s warranty. However, if the failure involves data loss and a re-build of the server operating system and/or data is necessary we will need to attend onsite to remedy the situation.
As above, if the server becomes unstable through virus attack, the installation of illegal or incompatible software, file corruption, or system misuse, it may need to be re-built.
If a file needs to be retrieved from a backup due to accidental deletion, virus attack or corruption, we can talk you through the restore process, or perform the restore onsite. But again entirely on Owners risk.
All other hardware is covered by individual warranty. Please refer to the documentation left onsite for specifics and how to contact the manufacturer in the event of a failure.
Any major failures may liable to pay some extra cost on top of the support maintenance charges which can be decided or discussed at the time of the failure as it depends on the total hours of the engineer spending on site to recover the setup and makes the IT infrastructure back to normal.