As your IT partner, we are in the best position to manage the IT affairs of your organisation, enabling you and your staff to focus on what you 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

The monitoring component of these agreements is server focussed and provides 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 regular report advising on the status of critical operational factors for your server(s).

We will arrange to regularly test your backups and power protection systems on a monthly basis. This will involve running a test file restore and undertaking g a battery function test on your server UPS.

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. Our clients are 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.

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 awarded to the client where we fail to meet these deadlines.

If you have a problem with your IT systems that are impacting on your ability to do business, we will guar-antee a response time of no more than 30 minutes if you have an SLA.

SLA's can also include a number of prepaid hours available for you to use as you see fit each month. Prepaid SLA hours offer discounts of up to 20% off standard rates. They can be applied to any of our sup-port 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 later in the Agreement term.