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Support Solutions In today's rapidly changing business environment where IT systems are a core part of the day to day running of a company, it is important to have a reliable support mechanism in place for when things go wrong. Based in the Midlands region we are conveniently situated to provide rapid response support for SME's nationwide. This support ranges from desktop application related issues to high level server configuration and monitoring. Calling upon numerous years experience and industry recognised qualifications, Conduce are formidable in their approach to supporting the entire IT life-cycle as a seemingly integral part of your business Our packages are designed to alleviate the financial burden of high annual support contracts and is flexible enough to allow you to monitor and review your support usage daily. All Support customers are supported both remotely, with Conduce accessing your network and controlling any PC within the business, and on-site within guaranteed SLA's Quite simply, we offer two main SME support solutions, Contract and Adhoc. |
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| 1. Contract This is a proactive approach, whereby we will monitor, amongst other things, backups, disk checks, service and system data. You will be given access to our helpdesk 24/7, and you will have a running 'balance' account, which will work on a debit/credit basis (currency is in hours) Each month a retainer fee will be charged, alongside a credit of an hourly amount to keep your account stable, this is calculated initially, and reviewed monthly. All hourly rates are fixed for the contract, and are also fixed whatever time you use them, whether that be bank holidays or at 3am in the morning ! 2. Adhoc You can call on us 8:30-5:30 any working day. You can also call out of core hours, however you will be given lower response priority than our contract customers. We will respond and work for you out of hours, however the rate is variable, and SLA is not guaranteed. There is no contract period, no proactive monitoring (though we will endeavour to check systems onsite), so you can think of this service as simple break/fix.
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