What this covers
Reactive support against a defined response and resolution target, proactive monitoring and maintenance, and lifecycle management so equipment is refreshed before it becomes a risk. Coverage is agreed per system rather than blanket, because paying for twenty-four hour cover on a system nobody uses at night is waste, and not having it on the one that matters is exposure.
Service tiers
Essential
Business hours cover, Sunday to Thursday. Next business day response. Remote diagnosis, on-site where required.
Enhanced
Extended hours cover with four-hour response, proactive monitoring, patch management and quarterly review.
Critical
Round-the-clock cover with two-hour response, continuous monitoring, on-site spares holding and a named service manager.
Included across all tiers
Monitoring and alerting
Availability, capacity and health monitoring with defined escalation paths.
Patch and firmware management
Scheduled maintenance windows with tested rollback and change records.
Warranty and RMA handling
We hold the vendor relationship and manage replacement end to end.
Spares and stock holding
Critical spares held locally where response targets require it.
Asset and lifecycle management
Live asset register with warranty status, end-of-support dates and refresh planning.
Service reporting
Ticket volumes, response performance against SLA, trends and recommendations.
Every agreement carries a service credit regime. If we miss the target, it costs us something. An SLA without a consequence is a statement of intent, not a service level.
Other services
Advisory & Assessment
Requirement definition, environment assessment and technology selection before you commit budget.
Deployment & Integration
Installation, configuration, migration and integration with what you already run.
Licensing & Procurement
License management, renewal tracking, asset registers and consolidated procurement across vendors.
Discuss this with us.
Tell us the situation and we will tell you whether this is the right service for it.