Business IT Support

Platinum Level Support Plan Details

The Platinum level support plan includes the following items:

Unlimited Support Calls / Troubleshooting Incidents

For all your existing hardware and software, the plan will include support for an unlimited number of incidents per month. There is a limit of 1hr per incident – if an incident will take longer than this to troubleshoot and remedy then our consultants will advise you of the cost before undertaking the additional work.

Online Support Ticket Facility

An online support ticket facility is available to allow users to report and track issues until the support incident is rectified and ticket closed.

Secure Remote Access To All Your Computers And Servers

We can remotely access all your desktop computers, laptops and servers to troubleshoot a majority of the support incidents without having to visit your site. We use the latest software to allow us to make an encrypted connection. With servers, we can troubleshoot the incident whilst you continue to work and with your desktop computers and laptops, you can watch us as we sort out the problem.

Weekly Backup Check (tape / hard drive / online)

Where a backup has been scheduled on your server, we will connect remotely on a weekly basis to confirm that the backup is taking place.

Windows Updates Installed Automatically

All the Microsoft Windows updates on your server are automatically installed by us at a time convenient to yourselves. Therefore, the server won’t be down whilst we apply those updates.

Service Level Agreement (SLA) Guarantee

A Service Level Agreement is drafted and agreed by both parties. This includes details of what hardware and software is covered by the service contract, the level of cover and guaranteed response times for different priority issues.

Minor Tasks

Minor server / domain tasks are included in the support plan. Examples of these are adding users and setting up additional email accounts.

Virus Log Management

If a server virus solution has been installed then we’ll periodically check the virus program server console to verify that no viruses have been detected on the network. If they have, then we can schedule for the infected computers to be cleaned.

Existing Software Updates (Minor Versions)

Any minor version updates that have been released for existing software which has been installed on the computers within your network will be applied on request.

15% Discount On Extra Work Outside IT Contract

All clients who sign up to one of our support contracts will be eligible for a 15% discount on any extra work that is not included in the contract. This discount cannot be applied to hardware or software costs.

Daily Backup Check (tape / hard drive / online)

Where a backup has been scheduled on your server, we will connect remotely on a daily basis to confirm that the backup is taking place.

120 Minutes Free On-Site Support Per Month

We know that during the course of a month, they’ll be IT issues that fall outside the scope of the support plan. You might also have some general queries that you would like answers to. With that in mind, we include some additional on-site time for these types of IT issues. If you’d prefer to use the time up for remote support then that’s no problem either! The silver plan includes 120 minutes.

Diamond Level Support Plan Details

The Diamond level support plan includes the following items:

Unlimited Support Calls / Troubleshooting Incidents

For all your existing hardware and software, the plan will include support for an unlimited number of incidents per month. There is a limit of 1hr per incident – if an incident will take longer than this to troubleshoot and remedy then our consultants will advise you of the cost before undertaking the additional work.

Online Support Ticket Facility

An online support ticket facility is available to allow users to report and track issues until the support incident is rectified and ticket closed.

Secure Remote Access To All Your Computers And Servers

We can remotely access all your desktop computers, laptops and servers to troubleshoot a majority of the support incidents without having to visit your site. We use the latest software to allow us to make an encrypted connection. With servers, we can troubleshoot the incident whilst you continue to work and with your desktop computers and laptops, you can watch us as we sort out the problem.

Weekly Backup Check (tape / hard drive / online)

Where a backup has been scheduled on your server, we will connect remotely on a weekly basis to confirm that the backup is taking place.

Windows Updates Installed Automatically

All the Microsoft Windows updates on your server are automatically installed by us at a time convenient to yourselves. Therefore, the server won’t be down whilst we apply those updates.

Service Level Agreement (SLA) Guarantee

A Service Level Agreement is drafted and agreed by both parties. This includes details of what hardware and software is covered by the service contract, the level of cover and guaranteed response times for different priority issues.

Minor Tasks

Minor server / domain tasks are included in the support plan. Examples of these are adding users and setting up additional email accounts.

Virus Log Management

If a server virus solution has been installed then we’ll periodically check the virus program server console to verify that no viruses have been detected on the network. If they have, then we can schedule for the infected computers to be cleaned.

Existing Software Updates (Minor Versions)

Any minor version updates that have been released for existing software which has been installed on the computers within your network will be applied on request.

15% Discount On Extra Work Outside IT Contract

All clients who sign up to one of our support contracts will be eligible for a 15% discount on any extra work that is not included in the contract. This discount cannot be applied to hardware or software costs.

Daily Backup Check (tape / hard drive / online)

Where a backup has been scheduled on your server, we will connect remotely on a daily basis to confirm that the backup is taking place.

ISP Management

Do you have good experience of dealing with your broadband / cable internet providers? Most users dread ringing up their help desks to troubleshoot issues! We’ll liaise with them on your behalf to get your service up and running as quickly as possible.

Free On-Site Support

We know that during the course of a month, they’ll be IT issues that fall outside the scope of the support plan. You might also have some general queries that you would like answers to. With that in mind, we include some additional on-site time for these types of IT issues. If you’d prefer to use the time up for remote support then that’s no problem either! The Diamond plan includes 240 minutes.

Procurement Advice and Research

One of our strengths is the knowledge that we have of the IT industry and new technology that’s emerging. We’re happy to include the time necessary to research and advise on any impending IT projects you might be planning.

Asset Register

We’ll produce an asset register of all the IT equipment that falls under the scope of the support plan. It will include a detailed specification of all the hardware / software

Free Space Monitoring On Server

When hard drive space becomes critically low on your server, your whole network will rapidly stop functioning as you’d hoped. The server will become slow and unresponsive making it impossible to run network applications. Users may also not be able to save their work. We’ll monitor the hard drive free space on the server to make sure we’re aware of this issue and put measures in place to prevent it happening.

The table below compares the different IT support plans that MAK IT Solutions provides. There’s a support plan to fit the size and requirements of any small or medium sized business. The monthly cost of our support plans are based on the number and type of devices on your network.