An innovative and cost efficient method of Computer Support & Service Management
Traditional Service Management Contracts require an annual fee to be paid that covers software and hardware and usually includes a guaranteed response and an escalation process in the event of prolonged remedial action. In order that Service Management suppliers do not expose themselves to risk, fees are expensive. It is necessary to second-guess call-outs over the contract term to ensure that the uncertainty of just how many visits, and what parts will be required, do not lead to a loss.
Customers inevitably pay for that risk in the same way as other insurance systems.
Retained IT Service Option Contracts (RSO) from Alchemy Systems, take these risks away and guarantee every penny spent delivers service to the customer. Quality, responsiveness and escalation are also deliverable within the RSO contract.
To discuss the possibilities and how Alchemy Systems can best support your business please call us on 01404 42882 or email sales@alchemysys.co.uk
Example Retained IT Service Options (RSO) Contract – minimum 21 hours invoiced in advance to provide:-
Telephone support/remote - 1 hour response to Priority 1 calls, minimum 15 minute deduction from contracted time per incident.
On-site support – 8 hour response, minimum 1 hour per visit inclusive of travel to site deducted from contracted time per incident. Time thereafter deducted per hour. This is labour only, parts charged cost plus administration on non-warranty equipment.
- Alchemy requires permission to configure remote support on your server.
- Additional packs of time may be purchased and fixed at same cost for duration of contract.
- Contract period is 12 months and hours can be carried over so long as contract is renewed
- Time can be used for any IT related support task based on Microsoft / Linux / mac architecture or scheduled for housekeeping, desktop training and consultative tasks.
- Access to an account engineer for non-charged advice on procurement
How do they work?
An Alchemy representative will carry out a service review with the customer to ascertain known history about the current systems inventory. This will identify all IT equipment and software requiring support as a ‘System’ and provide a break down between mission critical and other levels.
Alchemy will recommend a number of man days likely to be required to supply a similar coverage for the next 12 months, at a single or varying level of response guarantees. The customer is then able to call off engineering or software support with a contracted response commitment. This will cover all labour aspects of required systems support.
Customers only pay for parts as may be required. Parts can be purchased directly by the customer or be supplied by Alchemy at near cost price, (surcharged for stocking and administration).
Should the number of days purchased be exceeded, then another block can be purchased at the same preferential rate. If days are left over towards the end of the contract period, the time can be carried forward on contract renewal or called off to undertake a range of activities on-site from LAN health checks, to at-the-desk training.
Options also exist to include fixed cost Help Desk access with unlimited calls.
