At Planit Computing, we offer a full range of support contract options especially to those clients who are heavily dependent on their computer network and IT systems for their day-to-day operations.
In order to minimise the downtime to our client, in the event of an IT problem occurring, we provide a service agreement that provides fast, reliable & professional assistance. Under the our support contracts we deliver a guaranteed 4 hour emergency response to critical issues, with remote access and telephone technical support provided immediately.
We offer a “full cover” contract, if you have any issue with your IT, you simply call us and we will fix it for you. It’s that simple! We also offer various other contracts that allow our client to purchase support time from Planit Computing at a reduced rate and whenever we provide you with IT support (offsite or onsite) we simply debit the time from your pre-purchased time.
Each contract and client is different, so contact us to arrange an assessment of your needs that are specific to your business.*
Call us now on 01 485 2222 or drop us an email on firstname.lastname@example.org to discuss your IT support requirements.
Any organisation should have a formal support agreement in place with their IT service provider. However, many organisations don’t have a formal agreement in place and often those that do don’t always take the time to read and understand it. Any support or service agreement should clearly state what is included (and excluded) in the service provided.
Key aspect of any support agreement
The most important aspect of the support agreement is the SLA or Service Level Agreement. This is a common understanding of the service provided including response times, guarantees and warranties associated with the support of your IT systems, services and applications.
Multiple SLA’s depending on the importance of the system or service.
For example, critical IT hardware could have a 0 – 4 hour response time, along with the engineering time to resolve the issue, time to liaise with the hardware manufacturer to avail of warranty, spare parts etc.
Critical hardware devices include servers, network switches, firewalls, phone systems and can be thought of as systems that impact the entire organisation in the event of failure.
Non critical hardware such as laptops, PC’s and Printers might have a next business day response time as failure would not impact the entire organisation.