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5.1. Support Services Guide

THE IDEA OF PURCHASING A COMPREHENSIVE SUPPORT PROGRAMME SHOULD BE MORE THAN AN AFTER-THOUGHT. IT SHOULD BE AN INTEGRAL PART OF A PRODUCT PURCHASE. CHOOSING THE RIGHT SUPPORT FOR YOUR SPECIFIC BUSINESS NEEDS HELPS ENSURE A SMOOTH DEPLOYMENT, AN EFFORTLESS OPERATION AND THE QUICK RESOLUTION OF ANY ISSUES THAT MAY ARISE.

Why Choose Support Services from Central IT?

In Today's "always on" world, taking a wait-and-see approach regarding support just doesn't work any more. Your staff should be able to concentrate on servicing your business and your customers, instead of your IT equipment. You shouldn't have to worry about the consequences of hardware failure or software corruption. And downtime of just about any duration can have a serious and negative impact on your business especially if your business relies on mission critical client and server applications. Purchasing the appropriate level of support from Central IT can minimize the impact.

The Right Time: Purchasing the right programme upfront means your covered from day one. While budgets are always a priority, purchasing a product without adequate support rarely, if ever, saves money. In addition, your business will always be up-to-date with direct access to the latest product upgrades and advice from Central IT.

The Right People: Because Central IT is a leader in both the Apple and Microsoft support field. We only employ Apple and Microsoft Certified Engineers. Central IT provides contract customers with access to the top-level people within the industry. These are people who "think Apple" every single day - concentrating on what they do best so you can concentrate on what you do best.

The Right Programme: Whether you are a small, medium or large organization, Central IT has the right programme to fit your business needs. Depending on your specific needs, four levels of support are available. Our two essential service programmes are designed to give you flexibility over budget, and are designed to solve problems as they occur. Our two premium service programmes add priority, with extended backup, minimum downtime, while taking preventative measures to solve problems before they occur.

Support Services from Central IT offers four levels of service to meet the needs of your organization - Bronze, Silver, Gold and Platinum. Each programme is based on the types of services and the level of support you need. Choosing a higher level of support means that more services are available to you. At the Gold level and up, you'll find a substantial increase in service, personal support and proactive Services.

Essential Services

- Entry: At just 50 per user (per year), this is a fantastic inexpensive way of receiving support based upon the number of users within your company. All issues are addressed either by telephone, remote or email support - and it's completely unlimited! You will be provided with access to our helpdesk web service and our really useful knowledge base articles.

- Bronze: For a small additional charge each year, you'll receive unlimited access to our Service Centre in Leicester, our loan equipment service, priority access to 2nd and 3rd line support technicians and a special 20% discount on all chargeable work and site visits.

Premium Services

- Silver: You'll receive unlimited onsite support with a next day response if we're unable to resolve your issue remotely. No labour charges are incurred. We've extended the standard support hours for our Premium plans so you'll now be able to reach us from 8am to 6pm daily. You will also benefit by an annual maintenance visit to ensure that everything is working just the way it's supposed to be!

- Gold: The most comprehensive Service Level Agreement that we offer! This service plan includes hardware cover (replacement of defective parts), our in-house data recovery service, access to our out-of-hours emergency facility and our remote management service which monitors your workstations 24/7 and alerts us to any potential problems with your hardware or operating systems.

To learn more please download one of the attached articles. It would be great to hear from you! Please call us on 01530 272727 to discuss your requirements in further detail.

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