Frequently Asked Questions

1. How Do I Pay for System Support?

We recognise that, wherever possible, you need to be able to budget for your business expenses and that is why we offer System Support Contracts, that can be paid monthly.

The cost will be based on the size and complexity of your system (from which our experience allows us to judge the likely support load) and not on the number of calls. You will not, therefore, be penalised for making a larger number of calls than someone else with a similar system.

The major disadvantage with "pay per incident" support services is that is disuades people from calling for routine issues because there is a cost penalty involved. If you do prefer this method, however, it can be offered as an alternative to monthly subscription.

2. When Would I need a System Support Contract?

If you do not have your own IT department, you need someone to refer any queries that you have on your system. Some possible scenarios include:

• You have an email system and one day you notice that it is not sending or receiving emails. Who do you call?
• Does someone monitor your backup logs every day to ensure that backups are happening correctly?
• Your anti-virus software reports a virus infection. Who do you talk to about it? What if the virus cant be cleaned up automatically?
• Maybe you need to apply an update. Do you need some assistance?
• Your Internet connection isn't working today. What is the problem? Is it the network? Is it the software? Is it your hardware? Is it a fault with your line or with the ISP?
• Do you have a new member of staff that you need to set up a log-in account for? If you don't do this regularly then perhaps you need some pointers.
• Worried about security? Do you need advice on how to control who does what, and to monitor what is going on, for example, can you tell who is accessing which Internet sites?