Strawberry Netcare Support Services

Netcare offers clients a flexible alternative to an annual or fixed-term maintenance agreement.

Clients may pre-pay for support hours in 10 hour blocks and the hours can be used towards basic network support, via telephone, remote access or onsite, as and when needed. The time used to resolve the issue is then deducted from the hours outstanding on the client’s current agreement. In addition, hours may also be used for low and medium level professional services work.

The term of the agreement is dependant upon the expiration of the hours or a period of 12 months whichever is the soonest. A new Netcare agreement can be raised at any time and the hours remaining on the old agreement will be added to the new one (as long as the old agreement has not exceeded the 12 month time limit).

The Netcare option provides our clients with a flexible, cost effective method to support their network infrastructure by covering the cost of support in advance and utilizing the agreement on an ad-hoc basis.

Clients may wish to note that a Netcare agreement covers basic networking support in a Windows environment.

Netcare is not a break/fix service but an overall support offering to be used in conjunction with relevant hardware warranties and software support subscriptions. Your account manager can provide you with a spreadsheet containing details on products covered and additional related costs.

Fixed Service Level Agreements (SLA)

Fixed contracts are monthly or annual fees to cover either the entire or a part of the clients IT Infrastructure. Service levels agreements allow our clients to define the actual type of service levels that they would like us to meet. In consultation with the relevant SGT account manager and pre-sales Technical consultant, we will discuss all issues related to the installation and on-going support of your network infrastructure.

Following our discussions, an SLA will be formulated that sets-out the terms agreed by both parties in relation to the performance of our agreement and the levels of expectations from the client.

SLAs can be encompassed in annual or fixed-term contracts and help to clarify the expectations and responsibilities of both parties.