When something goes wrong, our Support Services help to put them right again in no time, or less than no time if you subscribe to one of our Support Service plans. As part of our Support Plans, we check a range of critical items on your servers and workstations before Start Of Business every morning. This means your system is operational before you get into the office, saving you down time, angst and lost staff productivity.

We offer six individual support package components which can be purchased as needed.

1st Dimension – Telephone Support

This is an ad-hoc service offered to all our current clients. It is charged in 15 minute blocks depending on the support plan you have chosen.

2nd Dimension – Ad-Hoc Maintenance Call with On-Site repair

Call us when you experience a problem. We will respond as quickly as possible and call you back within 2 hours to determine the nature of the problem. We will then come to you on-site to repair the problem. We currently average 8 hours for the call-out after the response call, but this will vary depending on our workload and the urgency of the problem.

3rd Dimension – Prepaid Priority On-Site Ad-Hoc Support

Pre-pay for 20 hours of support time. This prepaid time provides you with preferential response over our ad-hoc clients. After your initial problem call we will call you back within 2 hours to determine the nature of the problem. We will then come on-site within 6 hours after the call back for workstations and 4 hours after the call back for servers to repair the problem. Where remote access is available, we will remotely connect within 4 hours. The 20 hours must be used in 1-hour minimum blocks or 30 minute blocks for remote access, does not include a call-out fee and must be completely used up within 12 months. A summary statement of hours used, work performed and hours available will be available to you after every service call.

4th Dimension – On-Site Maintenance Agreement (Proactive)

This agreement is offered to clients who we have been servicing for at least 3 months. For a fixed monthly fee we will undertake all service problems on your computer network. The agreement covers the organisation’s “Standard Operating Environment”, eg predefined applications such as Windows, MS Office, Banking, Internet Connections and Email etc. The agreement does not cover hardware failure, virus attacks, installation of software upgrades or problems caused by non-standard software applications. The onus is on us to proactively solve problems before they begin. That way we are decreasing the risk to your business and the risk to our own business. ie if we do our job properly you are not going to take your business elsewhere.

The monthly fee also includes the 50,000K Server Service. After your initial problem call we will call you back within 2 hours to determine the nature of the problem. We will then come to you on-site within 6 hours after the call back for workstations and 4 hours after the call back for servers to repair the problem. The pricing of this service agreement varies between organisations and is based on a risk assessment of the organisations’ computing systems and applications

5th Dimension – Monthly Server Service

This is a 50,000K server service, comparable to having your car serviced regularly. A monthly visit to check operating parameters, disk space, virus updates, Microsoft updates, backups, UPS status, hard drive predictive failure and error logs on an organisation’s server. This is a preventative maintenance procedure to greatly reduce the risk of server failure or crashes. If a problem is found, we either solve the problem on the spot or alert you to the problem and offer a recommended solution.
Combining this support tier with our Remote Monitoring packages can improve response times to failures even further.
This package is included in all On-site Maintenance Agreements.

Server and Cloud Deployment

Let us handle the hassle of server and cloud deployment

Coupled with our Remote Management package, we can be in and out of your hair as fast as possible and have your system operational by the next day, regardless of installation time or date.

Are you interested in learning more about our services?

Then call us on (07) 3202 5722 so that we can arrange a time to meet and discuss your options further.

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