AD-HOC SUPPORT SERVICE
This service is for the casual client who can take advantage of our Ad-Hoc service which is charged on a per hour per incident basis. Clients on this scheme can enjoy a no call out fee and next business day response times.

Benefits + Service Level

• No Call Out Fees - Next Business Day Response
• Per Hour Per Incident Support
• Covers Software & Hardware Issues
• Simply Agree to our normal business terms
• Remote Assistance Optional
• Access to Qualified technician’s / consultants

AD-HOC PRO SUPPORT SERVICE ** NEW SERVICE **
From time to time there is a need for clients who require support for a multitude of problems. These can be from a simple software configuration to complex hardware issues. These casual clients can take advantage of our new Ad-Hoc Pro scheme which is charged purely on a per hour per incident basis. Clients on this scheme can enjoy no monthly outlay but gain much of the benefits like no call out fees. The scheme is simple to use and setup.

• First the client sets up an annual account with the number of PCs they wish to cover, a simple software and hardware audit is then completed by a qualified engineer and a FREE initial remote session is implemented to assess the problem and the current status of the PCs.

• The issue that was reported can then be assigned to a qualified engineer to be addressed.

• Thereafter the client simply contacts us and requests support which we provide remotely (between 30 – 40% of all issues can be solved this way). If the problem can not be solved remotely then it is escalated to an on-site call from one of our engineers.

Benefits + Service Level

• No Call Out Fees - Next Business Day Response
• Per Hour Per Incident Support
• Covers Software & Hardware Issues
• 8 Hour Response Times
• Web Support (24x7x365)
• Remote Assistance
• Email, Fax & Telephone Support
• Reduced Hourly Rates
• 5% Discount on all products

PAY AS YOU GO SUPPORT SCHEME (PAYGO)
The Pay As You Go scheme entitles the client to choose a support tariff that suits them. You can choose from blocks of 4, 8, 16, 32, and 40 hours of support and simply purchase further support blocks when these run out.

Benefits + Service Level

• No Call Out Fees - 8 hours response time
• Fixed fee based on number of hours purchased
• Web Support (24x7x365)
• Email, Fax & Telephone Support
• unlimited workstations + Peer to Peer networks supported
• Customer chooses tariff
• Remote Assistance Optional
• Access to Qualified technician’s / consultants

CONTRACT SUPPORT
Our fixed based support contract allows us to attend to the client’s problem, to assist in resolving issues relating to the supported items. If necessary an on-site call can be placed and we will respond within 8 working hours.

Benefits + Service Level

• Regular monthly visits + 4 Hours Response Times
• Yearly Audit of I.T. Infrastructure
• Fixed fee support based on number of workstations within company
• Remote Access Support Included
• FREE Installation of RLS supplied products
• New workstations automatically inc. (tier level reviewed annually)
• Qualified technician’s / consultants
• Ownership of your problem or Escalation to vendor where necessary
• Web Support (24x7x365)
• Email, Fax & Telephone Support
• 5% Discount on all products