Monitor & Report

The “Monitor & Report” Support Contract

Overview
This is a very simple contract, pay for each monitored device and receive email reports on any alerts generated from the specified checks. Any remedial work requested will be authorised by yourselves and charged for at an hourly rate. Project work will be quoted for separately..

Included Services
• System checks – Email Notification on failure or error
• Remote access is available to reduce the need for on-site visits.
• Weekly/Monthly reports available.

Response Times
Immediate Email alert of issues. If required, tickets can then be raised though our Client Portal and will then be acknowledged and investigated within 8 hours. There are no guaranteed resolution times however we do aim to complete jobs as soon as they are given approval.

Telephone support will be prioritised using the same system as email and will not “fast track” support issues

Support Hours & Availability

Customer support portal is available 24/7 but is only monitored between 08:00hrs – 18:00hrs.

Telephone Support Desk Access 09:00hrs-17:00hrs (Should technical support be required after 17:00pm we are still available via the Service Desk Portal).