Information.
WHAT IS THE CLIENT PORTAL?
A web-based portal where you can add new tickets, view a listing of all of your open/closed tickets, add more information to tickets, access your invoices and more.
WHAT IS THE REMOTE ACCESS AGENT?
A small tool we install on each of your servers and computers to assist us to easily remotely assist you through any issues. This means that when we are helping you with an issue, we can quickly and easily remotely take over your PC to assist rather than attend on site.
WHAT IS COVERED UNDER REMOTE SUPPORT?
You will find a detailed list in your Agreement. Some examples of items that are covered under Helpdesk support are:
- Problems with Outlook connecting to the server
- Excel not opening properly
- New users (on existing computers)
- Cancelling users
WHY DO A MONTHLY TEST FILE RESTORE?
For clients on our Premium Care Agreements, each month we perform a restore of some data from your backups to confirm the backups are running successfully.
We will send you an email to confirm everything is running nicely (or if we have found any problems and fixed them).
We also monitor your backups daily with our automated systems, however we always like to have a regular “human touch” as an extra check.
If you are a Casual client, you can ask us at any time to perform one of these tests for you. Just put a ticket in and request the service.
WHAT IS 24/7/365 MONITORING?
For clients on Standard/Premium Care plans, our remote access agent will be configured to monitor and alert our support team for things that could potentially cause issues on your network (e.g. hard drive errors, disk space usage, Anti-Virus problems etc).
WHAT 3RD PARTY APPLICATIONS DO YOU UPDATE?
For clients on our Premium Care plans, we will automatically update Adobe Reader, Adobe Flash, Adobe Shockwave, Oracle JAVA, Apple QuickTime, PDF Creator and all browsers.
WHAT IS MICROSOFT PATCH MANAGEMENT?
Every month, Microsoft release a series of updates, patches, security fixes to their software, including Windows and Microsoft Office. It is extremely important that these updates are installed on your computers and servers to make sure you are not only getting the latest versions of software, but that you are properly secured against any potential security vulnerabilities.
For clients on our Premium Care plans, we manage this for you by pushing out approved Microsoft patches using our Remote Agent to ensure that all of your machines are kept up to date and secure.
If you are on a Casual Plan, just put a ticket in and request the service at any time if you’d like us to do any updates for you.
WHAT IS PREVENTATIVE MAINTENANCE?
We perform regular maintenance (e.g. clearing excessive log files) on your Servers and Workstations in line with our best practices to make sure they are kept in top condition.
CAN I GET FAST SUPPORT AS A CASUAL CLIENT?
Absolutely, we have an option to upgrade any of your tickets to a “Critical” issue with an “Emergency Ticket Upgrade”.
CAN I GET FAST SUPPORT AS A CASUAL CLIENT?
Absolutely, we have an option to upgrade any of your tickets to a “Critical” issue with an “Emergency Ticket Upgrade”.
This means we’ll treat your issue with our absolute highest priority.
Make sure you include in the ticket to ask us to give this ticket an “Emergency Ticket Upgrade”. The upgrade charge will be added to the ticket / deducted from Pre-Paid Credit.
WHAT IS THE MONTHLY EXECUTIVE REPORT?
A monthly report sent to the Primary IT Contact of clients on our Premium Care plans outlining some key IT business metrics from the last month such as: Most Active Users, Tickets Opened by Type, Tickets Opened by Sub-Type and more.
HOW DO CALL OUT FEES WORK?
For clients on Casual/Standard Plans, there will be a Call Out charge based on the hourly rate your current agreement is.
For clients on a Premium Care plan, the Call Out charge will be waived for all your scheduled monthly/quarterly visits and Virtual CIO/IT Management visits covered under your agreement.
All other additional visits will have a Call Out Fee in line with your agreed rates.
HOW DO WE RECEIVE OUR INVOICES?
If you choose a Premium Care plan, you will receive your monthly Invoice a few weeks before the start of the month. As Premium Care Agreements are a pre-paid agreement, this gives you a few weeks to organize payment.
If you choose a Casual/Standard plan, we invoice weekly for all tickets closed over the previous week and deduct the amounts from any Pre-Paid Credits. Each ticket will have its own invoice so you can easily apportion costs to the right area of your business. These invoices have COD terms.
HOW DO THE PRE-PAID CREDIT PACKS WORK?
Pre-Paid Credit Packs allow you to purchase an amount of credit for a discount. E.g. if you purchase $7,500 of pre-paid credit, you will receive a 9% discount.
This credit can then be used against all our services, including Onsite/Remote IT Support, Call Outs, Emergency Ticket Upgrades, After Hours Support and more.
At the end of each ticket, you’ll receive an Invoice showing you how much that Ticket used from your Pre-Paid Credit and how much you have left in your balance.
HOW LONG ARE MY CREDIT PACKS VALID FOR?
Credit Packs all expire after 12 months from the purchase date. You can always view an updated balance in your Client Portal to see how much you have left.
WHAT ARE THE GUARANTEED RESPONSE TIMES?
All issues from clients on our Premium Care plans are managed through our Helpdesk as follows.
If you choose a Casual/Standard Plan, we will help you as fast as we can, however it will be on a “best effort” basis as we need to give priority to clients on our Premium Care plans.
Priority | Examples | Our Guaranteed | Our Target |
|---|---|---|---|
Critical | Entire Company Offline (Call Us!) | 2 Hours | 15 Mins |
High | Department Offline (Call us!) | 4 Hours | 1 Hour |
Medium | User PC Offline | 8 Hours | 4 Hours |
Low | New User Setup | 16 Hours | 8 Hours |