IT Support Contracts

IT Support Contracts

Andisa IT Consultants Ltd has three retainer based offerings

Each are designed to both provide direct support OR compliment internal IT teams. Our own team are constantly helping other companies with a variety of networks and hardware. As a result, the team is always improving its skills and experience.

We can now offer the following options to assist end users, IT managers and helpdesk teams alike.

 

Bronze

Silver

Gold

The Bronze support option provides telephone support for servers only. It includes; The Silver support option extends Bronze support to also provide; The Gold support option extends beyond the Silver support to include;
On site labour Reduced labour rate for on-site fix, deployment and system improvement Up to 8 hours support per month.

Discounted labour rate for project work.

Up to 1.5 days support per month.

Discounted labour rate for project work.

Remote support Included

Calls are answered by our helpdesk for assessment and transferred to an engineer based on priority.

Included

Calls from contract customers are routed to an engineer rather than reception whenever possible.

Included

Calls from contract customers are  routed to an engineer rather than reception whenever possible.

PC response time max. 8 Hours max. 8 Hours
Server response time max. 6 hours max. 4 Hours max. 2 Hours
Telephone support Included Included Included
Critical failure priority Yes Yes Yes
One point of call for all hardware issues Yes Yes
System monitoring Email system alerts for backups, system bottlenecks and failures.

PRTG network monitoring added to broadband line, server and router to check critical services automatically.

Email system alerts for backups, system bottlenecks and failures.

PRTG network monitoring added to broadband line, server and router to check critical services automatically.

Shared Loan Server Yes (1 month) Yes (2 months)
Critical failure priority Yes Yes Yes
On site maintenance Annual visits to check over and update the system with available operating system patches.

Router and firewall patching included.

(Patches are charged at cost but are normally provided free by Microsoft).

6 monthly visits to check over and update the system with available operating system patches.

Router and firewall patching included.

(Patches are charged at cost but are normally provided free by Microsoft).

Technical / strategic advice Included Included
Virtual IT manager service You can ring for advice or help with other suppliers. Many of our clients will call us into the board room once a year to meet with other suppliers and discuss future plans and IT strategies. Scheduled quarterly IT review on site with your IT manager / board.

This helps with IT strategy, review of performance etc.

 

Term Initially 1 year with 1 month rolling after that time. Initially 1 year with 1 month rolling after that time. Initially 1 year with 1 month rolling after that time.

The basic difference between the contracts is as follows:

With Bronze support, we support the servers via remote assistance.

  • With Silver Support, we provide remote assistance for PCs and servers
  • With Gold, there is also an allowance of on-site fix time built into the contract each month.

You will note that we charge for parts with these contracts. We reduce our own charges by asking you to pay for the cost of parts if they do go wrong. We provide the labour and expertise to resolve the fault within the contract. We feel this is fairer to the client. We also extend our contracts to cover help on anything server related, IE Antivirus software, Networking equipment and software related issues. The only limit is the time built into the contracts.

Contact Us

What Our Customers Say

  • When Andisa visited for a review this week I told them I was surprised our VPN worked so well even on broadband.
    Andy explained that they had installed a MikroTik router recently and that it was this that made such a difference.

    I hadn't realised how such a simple item would make things work so well!

    Ian Craig
  • Andisa ran their Insight program for us this year and helped us review our IT strategy.
    4 months later its clear that the vocabulary in our organisation has changed! People now talk about IT in a different way and our IT problems have disappeared because Andisa have helped us understand the technology properly.

    Many thanks

    Helen Featherstone
  • Our last IT provider just didn't offer the services that you can do! You are doing far more than just break fix!

    Julia
  • Great news, really appreciate your time and effort getting this resolved. Another silver star for Andisa!

    Kind Regards
    Mark

    Mark Davies
  • When Andisa suggested installing their Unifi WIfi and Mikrotik managed router solution just because I couldn't watch Netflix, I thought they had over egged it.
    However they came along and did a survey. We needed extra wires to get the signal to the rear of our house. Even then, in one day they connected everything and the solution works just as they said!

    Life is better now that we can all watch TV at the same time. I don't have to stop Rugby because my daughter wants to chat to her friends!

    Steve Cullerton