• Network Services
  • Network Admin
  • Network Protection
  • Server Technology
  • Installation
  • Maintenance
  • Business Continuity
• Point of Sale
• Support Solutions
  • Emergency Support
  • Casual Support
  • Client Specified
  • Co-Managed
  • Full Management
• Consultancy
• Repairs
  • Remote Assistance
  • Help Desk
• Incident Response

Response Time Objectives

Critical fault

Failure strongly affecting a significant section of the computer network, such as a server or router.

Resolution procedures active within one Working Hour of your report to us. Onsite attendance if necessary within four hours of your report (or within two hours if you have also opted to receive our Priority Response Service). Fault to be worked on during Working Hours until resolved unless otherwise negotiated.

Specified fault

Failure or significantly inhibited performance of a single PC or other equipment seriously impacting the performance of one or more staff.

Resolution procedures active within four Working Hours of your report to us. Onsite attendance if necessary within one Working Day of your report (or within four hours if you have also opted to receive our Priority Response Service). Fault to be worked on during Working Hours until resolved unless otherwise negotiated.

Minor fault

Other faults, particularly those which do not seriously impede the user's ability to work.

Resolution procedures active within one Working Day of your report to us. Onsite attendance if necessary within three Working Days of your report. Fault to be worked on during Working Hours until resolved.

Preventive Maintenance
If requested, we will:

Carry out regular preventative maintenance of your computer system, including checking the integrity of backups; and· provide support for equipment in good working order for which the warranty has expired.

Advice
If requested, we will:

Advise you regarding backup practices, virus protection, firewalls, uninterruptible power supplies, and other information technology issues; and· assist you with user error issues.

Fixing faults

We will use reasonable efforts to correct any fault in your software, hardware or computer system (Fault) within the Response Times that:

You report to us, specifying: any fault message number and description; estimated priority level; narrative description of the fault; software, hardware, system or equipment feature affected; browser type and version, if relevant; operating system; and details of the user that discovered the fault; we can reproduce; and prevents your computer system from operating reliably and consistently

If you have opted to receive our On Call Service, and you wish us to respond to a Fault after Working Hours, you must also:

Report the Fault via one of the On Call Service contact numbers that we supply; and specify that you wish us to respond after Working Hours.

In attempting to correct Faults, we may:

Diagnose and repair Faults, via phone, modem or site visit; correct software configuration issues; reinstall software; remove hardware and return it to the manufacturer or distributor; reinstall and (where necessary) reconfigure the hardware after repair; repair hardware on site (especially where we consider removal would be impractical or unjustified of if the Fault is not covered by a manufacturer or distributor warranty); follow through repairs with the manufacturer or distributor to minimise down-time; restore data where a backup is available; or assist you with minor application software issues.