Maintenance

Computer systems and networks play an increasingly critical role in virtually all aspects of business.  The cost of downtime is increasingly prohibitive and the need for a comprehensive support infrastructure is never more apparent.

Outsource IT support contracts are aimed directly at companies looking to take a professional approach to IT. Our contracts are paid yearly in advance and offer exceptional value with hourly rates as low as 39 (Option C contract) which allows you to sensibly budget for your IT support.

Manufacturers warranties may ease the burden of expensive repairs but do nothing to address the issues of data security and limit support to individual components rather than your entire network. Our support contracts offer far more including preventative maintenance and remote management.

 

Maintenance Options

All labour prices are ex vat @ 13.5%.

Detailed maintenance statistics are just a click away on a dedicated secure login page. View your callouts, completed tasks and hours remaining on your contract.

 

Our prices are still the best available in Ireland so call us now and start saving money!

Scheduled on-site visits are available to assist with developing IT policies such as software auditing, standardisation, disaster recovery, upgrade implementation and roll-out, security policies for wide area networking and virus protection.

Our field engineers and consultants can work with your existing IT infrastructure or as a standalone unit. In essence each contract is tailored to meet your demands. 

* Telephone calls, remote maintenance and onsite hours expire after one year and cannot be carried over.

* Ongoing qualification for remote maintenance and telephone support is dependant on a valid contract.

   (A valid contract is a contract that is fully paid and whose hours have not expired)

If you have unused hours remaining at the end of each year, we suggest you use the remaining hours to have an engineer carry out virus checks on your PC's and perform other preventative maintenance duties on your systems.

Escalation Procedure when making a call for support.

Steps Notes
1. Call Outsource IT to log the call and give as much detail about the problem as possible.

 

Most clients have a single person assigned for reporting IT issues. The more issues they report and troubleshoot the better they get. 

 

2. With the help of the client, I will try to resolve the issue over the phone. The client MUST be willing to spend a reasonable amount of time assisting with the diagnostics by unplugging cables, reloading software, trying another PC or device etc.
3. If the issue cannot be resolved over the phone, I will connect remotely to the affected equipment and try to resolve the problem. This fixes 9/10 issues so is very efficient for the client and Outsource IT.
4. If the problem cannot be resolved over the phone an on-site visit will be scheduled for the next working day. Next business day calls are only guaranteed if the incident is logged before midday.

Why should you choose maintenance over standard calls?

    I don't know who to call.
Who should you call when your computer stops printing? Should you call your computer, printer, or software maker? Often, they will be too busy pointing fingers to solve your problem. Our customers call one number, one place, and get one answer…the right one.

    I'm tired of long hold times.
There is no scientific evidence that on hold music is good for your health, so stop waiting on hold for 10 to 20 minutes at a time just to get through to someone. Your time is money, and we'll help you save both.

    I'm tired of unfriendly service.
Don't put up with support agents that talk down to you or blame you for problems that have occurred. At Outsource IT, every call is answered based on our philosophy that successful technical support starts with friendliness and patience.

    I want someone that knows about my computer and me.
Don't be treated like a serial number by traditional technical support providers. We value each and every one of our customers and keep a history of all your experiences to serve you better.

    I don't understand tech-talk.
Are you confused because no one will help you and explain the solution in plain English? We help our customers solve their problems by helping them understand the answers without using techno-jargon.

 

T & C's

Contract Terms: All callouts must be used within the yearly maintenance period.  Hours cannot be carried over into another year. 

Maintenance is payable in advance.  The minimum callout period is one hour.  Part used callout hours are rounded to the next full hour. Fully pre-paid Maintenance contracts can be cancelled at any time and a refund will be made pro-rata for the non used portion of the contract.  Maintenance hours cannot be used for server installations.  Callout hours after 5.30pm and on Saturdays are deducted at double hourly rates. Sunday hours are deducted at triple hourly rates. Remote problem solving or reconfiguration via remote control software is charged at the same rate as a standard callout with a minimum charge of 1 hour per incident. Outsource IT maintenance contracts are customer specific and hours may not be transferred in whole or in part to any other company, entity or location unless specifically agreed in advance. Callout response time is next business day for calls made before midday. In the case of a server problem which is affecting all network users, we will endeavour to be on site the same day whenever possible.

 

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