Maintenance Agreements
As your IT partner, we are in the best position to manage the IT affairs of your organisation, enabling your staff to focus on what they do best. We recognise that when you delegate this responsibility to us we have a responsibility to deliver tangible benefits to you. To do this, ComputerCare offer Service Level Agreements that give you:
- Preferred client status
- Guaranteed response times
- Discounted labour rates
- Peace of mind through pro-active monitoring of your systems
- Preventative maintenance
- Increased computer system reliability and efficiency
- The ability to budget accurately for the cost of your IT support
Real Time Monitoring
The monitoring component of these agreements are server focussed and provide for real-time monitoring of your antivirus, backup and server hardware systems to ensure any problems are reported back to us the instant they occur. We also will present to you a bi-monthly report advising on the status of critical operational factors for your server(s).
Proactive Maintenance
We can also include in our SLA's a range of tasks undertaken at predetermined frequencies designed to prevent problems occurring and improve system reliability. We have a template that covers all the tasks that we consider important when operating a networked computer system and the client is able to go through the list and select which tasks are to be included in the agreement and at what frequency. We will then calculate a monthly payment rate, provide you with a confirmed schedule and undertake the work at no additional labour charge. Parts and consumables are generally excluded from these agreements.
Service Level Guarantees
All SLA's qualify for service level guarantee's designed to ensure that we will attend site when promised and response to problems within certain time frames. There are financial penalties awared to the client where we fail to meet these deadlines.
On Call Support
Most SLA's also include a number of hours available for you to use as you see fit each month. They can be applied to any of our support offerings, telephone , remote , on site and workshop. If you do not use all of your hours in any one month, they may be carried forward until you have a use for them.
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