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Standard |
Silver |
Gold |
Network Audit
- Normal charge is £675, full credit where client takes an Alchemy Support Contract |
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Software for remote access maintenance and diagnostics
- NetOp software installed to allow for remote access |
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Daily Preventative Maintenance & Housekeeping
- Remote checking of system back-ups, anti-virus updates, event logs, hard disc space
- Remote performance monitoring |
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Weekly On-Site Visits
- Checking network performance and settings
- Incorporating new software fixes
- Adding & deleting users / peripherals
- Configuring desktop PCs for new users
- Installing new hardware and system upgrades |
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Quarterly Review Meeting
- Review of support incidents (from call logs), achievement of SLAs, escalation procedures etc. |
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Telephone Support
- Unlimited calls between 0900 and 1700 hrs weekdays, (excluding Bank Holidays). If problem not resolved through call, then escalated to remote diagnostics |
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Remote Diagnostics
- Remote interrogation of server, using NetOp s/w over a VPN link, to identify problems and apply fixes remotely. If required, 3rd line support from manufacturers. If problem not resolved, then escalated to on-site engineer call out |
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Engineer Call-Out
- Next day call out
- Option to upgrade to Crisis Call-Out (same day service) at discounted rate – see item below. |
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Fixed Monthly Fees
- Payment by Standing Order |
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Discount on Professional Services
- Reduction on standard professional services fees |
5% |
10% |
15% |
