Hardware
  • APPENDIX AGUARANTEED RESPONSE TIMES & PRIORITY LEVELSThe following table shows the Guaranteed Response times for each priority level and provides priority level examples.  
    PRIORITY EXAMPLES GUARANTEED
    RESPONSE TIMES
    Critical Your Main Server is offline and all users are unable to work. 1 Hour
    One of your Network Switches has failed and stopped half the company from working.
    A VPN link between 2 x offices is offline causing one office to be unable to work.
    High Your Internet Connection is offline, users can still work locally 2 Hours
    Your MD’s computer has stopped working
    Your main Accounting Software has stopped working
    Medium A user’s desktop won’t turn on so they can’t work

     

     

    4 Hours

    One of the main printers is not working, but users can print to another one
    A user is having problems connecting to the Wireless network
    Low Printing is slower than normal

     

    8 Hours

    A single user is unable to scan
    A user needs a program installed on their PC
    No Priority Pro-Active maintenance of systems

     

    N/A

    Add / Edit / Delete User Requests
    New Computer or Software Installation

     

    APPENDIX B

    RESPONSE TIME GUARANTEE EXCLUSION LIST

    The Response Time Guarantee does not apply to:

    • Additions, moves or changes to users, devices, configurations or network
    • Issues lodged in any other manner than specified in this Agreement and our General Terms and Conditions
    • Issues lodged outside Our Business Hours
    • Items caused by Hardware or Software not meeting our Minimum Standards
    • Service Requests related to Software not on our Approved Software List (see Appendix D)
    • Service Requests for issues that have been caused by You not acting on advice or recommendations given by Us
    • Service Requests for Issues caused by You or third parties modifying any Hardware or Software Configuration
    • Service Requests for issues related to user initiated Virus and Malware Infections
    • Service Requests for Issues involving the sourcing of hardware/software
    • Service Requests for Hardware and Software issues of items that are not under current warranty or maintenance coverage

     

     

    APPENDIX C

    AGREEMENT INCLUSION LIST

    DESCRIPTION FREQUENCY INCLUDED
    Consulting
    Onsite Quarterly Business Review (QBR) Quarterly YES
    Desktop, Laptops and Servers
    Setup New Profiles on Desktops and Laptops As Needed YES
    Add / Edit / Delete User Accounts As Needed YES
    Forgotten Password Resets As Needed YES
    Archive Old User Accounts (Backup Email & Files) As Needed YES
    Setup & Maintain Security Groups As Needed YES
    Setup & Maintain Network Drives As Needed YES
    Restore Files from Backups (1) As Needed YES
    Troubleshoot Operating System Not Working As Needed YES
    Troubleshoot Microsoft Office Not Working As Needed YES
    Troubleshoot Anti-Virus Not Working As Needed YES
    Reboot Servers As Needed YES
    Troubleshoot Hardware Issues (3) As Needed YES
    Hard Drive Clean-up (Remove Temp & Unnecessary Files) As Needed YES
    Warranty Claim Processing (3) As Needed YES
    Microsoft Patch Management (Service Packs & Updates) Daily YES
    Update Approved 3rd Party Applications (Adobe Flash, Adobe Reader, PDF Creator, Java, 7-Zip) Daily YES
    Monitor all Critical Server and Computer Services and Fix 24x7x365 YES
    Monitor Anti-Virus Running & Protection Enabled 24x7x365 YES
    Monitor Anti-Virus Definitions Updating Correctly 24x7x365 YES
    Monitor Anti-Malware Running & Protection Enabled 24x7x365 YES
    Monitor Anti-Malware Definitions Updating Correctly 24x7x365 YES
    Monitor Hard Disk Health + Space & Defrag if Necessary 24x7x365 YES
    Monitor High CPU Usage 24x7x365 YES
    Monitor Security and Event Logs 24x7x365 YES
    Roll out our Best Practice Security Policies On-Going YES
    Backups and Disaster Recovery
    Monitor Server and Computer Backups (1) 24x7x365 YES
    Troubleshoot Server and Computer Backup Failures (1) As Needed YES
    Monitor Office365 Backups (1) 24x7x365 YES
    Troubleshoot Office365 Backup Failures (1) As Needed YES
    Manual Test Restore & Report of All Approved Backups (1) Monthly YES
    Printers
    Clear & Reset Printer Queues As Needed YES
    Troubleshoot Printer Issues As Needed YES
    Add / Edit / Delete Printer Mapping Group Policies As Needed YES
    Add / Edit / Delete Printer Drivers for Existing Printers As Needed YES
    Troubleshoot Printer Hardware Issues (3) As Needed YES
    Warranty Claim Processing (3)
    Network
    Troubleshoot Internet Service Provider Issues & Outages As Needed YES
    Troubleshoot Network Switch Issues As Needed YES
    Troubleshoot Wi-Fi Access Point Issues As Needed YES
    Update Wi-Fi SSID / Keys As Needed YES
    Troubleshoot Router Issues As Needed YES
    Troubleshoot Firewall Issues As Needed YES
    Firewall Security Audit and Adjustment Monthly YES
    Monitor Network Switches Operations & Availability 24x7x365 YES
    Monitor WiFi Access Points Operations & Availability 24x7x365 YES
    Monitor Router Operations & Availability 24x7x365 YES
    Monitor Firewall Operations & Availability 24x7x365 YES
    Warranty Claim Processing (3)
    Domain Names
    Add / Edit / Delete MX Records As Needed YES
    Add / Edit / Delete TXT Records As Needed YES
    Add / Edit / Delete PTR Records As Needed YES
    Add / Edit / Delete CNAME Records As Needed YES
    Add / Edit / Delete A Records As Needed YES
    Mobile Phones & Tablets
    Configure Outlook or Mail App (2) As Needed YES
    Configure Skype for Business App (2) As Needed YES
    Configure OneDrive for Business App (2) As Needed YES
    Configure Teams for Business App (2) As Needed YES

     

    Office365
    Add / Edit / Delete User Accounts As Needed YES
    Add / Edit / Delete User and Security Groups As Needed YES
    Add / Edit / Delete Shared Mailboxes As Needed YES
    Add / Edit / Delete Distribution Groups As Needed YES
    Forgotten Password Resets As Needed YES
    Archive Old User Accounts (Backup Email & OneDrive) As Needed YES
    Restore Files from Backups (1) As Needed YES
    Install & Connect OneDrive Desktop Client (2) As Needed YES
    Install & Connect Skype for Business Desktop Client (2) As Needed YES
    Install & Connect Teams Desktop Client (2) As Needed YES

     

    (1) Only applies to when using the Backup Platforms in our Recommended Technology Platform.

    (2) This assumes that You already have the back-end systems and company-wide configurations all setup and configured for this product. If You don’t, then We will discuss with You the scope of any potential Project and send You a separate Proposal for Your review.

    (3) As You can appreciate, it’s hard to build a profitable and sustainable business offering “Unlimited Support” at a reasonable price for items that We didn’t recommend, sell and install.

    As such, if the Hardware We are troubleshooting was not purchased from Us and/or the device is not currently covered by the Manufacturer’s warranty, a care pack or a maintenance agreement, then it is in Our sole discretion as to whether We will cover this work under the Scope of this Agreement or set it as Billable Out of Scope work.

    APPENDIX D

    APPROVED SOFTWARE LIST

    • Microsoft Software – Microsoft Office Suite
    • Google Chrome
    • Adobe Applications – Reader, Air, Shockwave
    • Java Runtime Environment
    • PDF Creator
    • 7 Zip
    • FileZilla
    • BitDefender Antivirus.
    • Business specific software


    APPENDIX E

    Escalation process

    Whilst we strive to exceed your expectations all the time, we’re not silly enough to think that it’s possible to be 100% perfect 100% of the time.

    We are humans after all

    So, if you ever have a situation where you feel we’re not handling your request as well as we could be, you can Escalate that issue…

     

    Right up to the “big boss” if you’d like!

    Here’s the order of escalation contacts and their direct contact details:

     

    ESCALATION CONTACTS

    1. SERVICE

    CO-ORDINATOR

    Phone: 01373 470170 opt 1

    Email: [email protected]

    2. CUSTOMER SERVICE MANAGER

    Phone: 01373 470170 opt 5

    Email: [email protected]

     

    3. Founder / MD

    Phone: 01373 470155

    Email: [email protected]

     

    As you’ll come to notice (& love), our team is extremely professional, highly efficient and very capable, so hopefully you’ll never need to use this process.

    However, you now know that if the rare occasion pop-ups where we do miss your expectations, there’s an easy way for you to let us know so we can fix it ASAP!

    If we ever do make a mistake, you can count on us to 100% own up to it.

     

    APPENDIX F

    LETTER TO VENDORS FOR AUTHORISATION

    This can be found in your Managed Service Agreement

     

    APPENDIX G

    Lodging Service Requests

    Critical and High Priority Service Requests must be lodged via phone only otherwise our Response Time Guarantee will only be applicable at Our Medium priority level for these.

    It’s important you and your team follow this process to ensure you are guaranteed to receive the support at the levels We have promised.

    You agree to make sure your team is aware of any restrictions you have in place regarding who is authorised to lodge Service Requests, as all requests received by us will be chargeable and/ or allocated against this Agreement.

    All out of businesses hours support calls are chargeable unless otherwise stated in your agreement.  The out of hours support line must be used for Emergency calls only.  For clarity we define Emergency calls as the following: “A technical issue that means you or a member of staff cannot work, which would result in an immediate financial loss to your business, or would lead to an unacceptable delay in delivery of goods or services to your customer”.

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