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Support contracts may be tailored to your individual needs to provide the best mix of telephone hotline, on-site and remote-access administration for your business.

Direct Support Services

HolyBrook Business Solutions offer a flexible range of support services to suit the needs of any size or type of business. We are able to offer support not only to the end users of IT systems but also to your own in-house IT staff, acting as second-line support for complex issues. 

• We offer:

  • Telephone Support - standard office hours 09:00 – 17:00 Monday to Friday. Extended support hours on a fixed or temporary basis may be provided by arrangement.

   

  • Remote Access Fault Diagnosis and End-user Support  - We are highly experienced in the use of remote access software tools which provide the ultimate in end-user friendly fault diagnosis and on-line training.

   

  • On-site or back-to-base fault diagnosis, hardware maintenance and upgrade.

   

  • Asset Tracking - tagging, logging and reporting of all your IT systems, providing you with control over your most valuable assets.

   

  • Software installation - validation and version control, ensuring your systems perform to their optimum capabilities.

Support Contracts - Details and Fees

Basic Support contract:

• Helpdesk availability 9 – 5 pm.
• Response to a support request within two hours.
• Resolution of a support request within 24 hours – unless new or replacement equipment is required in which case resolution can be expected within 7 days. Note: Actual time to resolve a support request is logged in increments of 15 minutes and charged at our standard hourly rate
• Logging of all support calls, site visits and order requirements to our helpdesk system.  
• Provision of monthly reports.                            
• Secure remote access support for server and desktops.
• Liaison with client service provider/s to provide single point of contact.
• Research of products and best-fit solutions.
• Our commitment to offering the best solutions for all your IT needs.

 Extended Support contract:

As for Basic contract, plus; 

• Initial audit and documenting of all IT equipment onto our helpdesk system and provision of an audit report to the client.
• Continuous updating of all IT equipment to our helpdesk system, as necessary, following replacement or upgrade.
• Management of all Anti-virus software and application licences.

• Up to 1 hour of support per month.  Support logged in 15 minute increments.

 Premier Support contract: 

 As for Extended contract, plus;

• One additional hour of support per month (2 hours total).  Support logged in 15 minute increments.

• Half day site visit (3 hours) per month to carry out routine administration and system health check to ensure maximum availability of systems.

Support Contract Cost (per calendar month, Ex VAT):

*Prices correct @  July 2007