Support and Maintenance agreements

We offer our clients several options as to the type of support or maintenance agreement so that they can choose the most appropriate option for their business.
 
Netcare
 
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 clients current agreement. In addition, hours may also be used for installation work.
 
The term of the agreement is dependant upon the expiration of the hours or a period of 12 months which ever 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 utilising the agreement on an adhoc basis.
 
Clients may wish to note that a Netcare agreement covers basic networking support in a Windows environment.
 
The additional cost of supporting products such Cisco, Citrix, Unix etc will be quoted separately from the Netcare agreement. Your account manager can provide you with a spreadsheet containing details on products covered and additional related costs.
 
Service Level Agreements (SLA)
 
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.
 
A typical SLA would cover everything from the delivery of equipment and procedures for the return of faulty products to response times for engineers to resolve issues.
 
SLAs can be encompassed in annual or fixed-term contracts and help to clarify the expectations and responsibilities of both parties.