IT Support
Time is money
It is often said that 'time is money'. With this in mind Ancar B Technologies offers business critical IT Support. This provides companies with a rapid response to network outages caused by server, router, hub and operating system failure. It can also protect desktops and laptops that are vital to helping users perform tasks in their working day.
We offer two different levels of support:
· 8 Hours
Our standard guaranteed response time is 8 hours for both hardware and software - 9.00am to 5.00pm Monday to Friday.
· 4 Hours
Our premium guaranteed response time is 4 hours - 9.00am to 5.00pm Monday to Friday. We advise this level of support for mission critical hardware i.e. network servers.
Our maintenance contract typically offers a guaranteed 4-hour response to network servers. Indeed, our server support includes re-installation of operating system and restoration of data in the event of a fatal hard disk failure. In addition, our typical hardware maintenance contract service provides an 8-hour guaranteed response to workstations and printers, inclusive of parts and labour, plus a loan equivalent should the item of hardware require repair in our workshops. Due to our convenient location in respect of our customer base, the average response time for urgent hardware faults is 2.5 hours and for software faults 30 minutes.
All maintenance calls are logged and monitored using our computerised logging system. This ensures your calls are dealt with accurately and efficiently causing as little disruption to your business as possible.
Hardware maintenance and software support contracts are renewable annually with payment schemes structured on an annual or quarterly basis.
Our Hardware Maintenance Contract provides:
- 12 months Parts and Labour
- 12 months Telephone Support
- Guaranteed Callout Response Times
- The loan of equipment if peripherals have to be removed from the premises
- Flexible payment structures tailored to your needs
Items Included in Support Contracts
All travel to and from the client's office(s) and time on site for support contract work. Parts and Labour both on site and remote to diagnose and resolve faults on:-
- PC and Laptop Computers
- Networks Servers
- Network Switches
- Computer Monitors
Parts Excluded from Support Contracts (Chargeable Items)
- Network Wiring Repair or Replacement
- Printers (although these can be added if you wish)
Our Software Support Contract provides:
- 12 Months Unlimited Calls
- 12 Months On-Site Support
- 12 Months Remote On-line Support
- Flexible payment structures tailored to your needs.
Ancar B is happy to support sites remotely via remote communications software such as Real VNC. In many instances, this can mean the rectification of faults well within the contractual terms of the agreement and ultimately the smooth running of your network.
Items Included in Support Contracts
- General user support to resolve day-to-day user issues
- Setting up email accounts and shared drives
- Support for Microsoft Windows XP and associated desktop operating systems i.e. Windows 2000, Vista Business
Items Excluded from Support Contracts
- Staff training on PC use or software applications
- Proprietary or bespoke software packages are not supported by this contract, however we will endeavour to work with any third parties as required.
