OX IT Solutions Ltd
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Support Contracts


OX IT Solutions ltd offer an extensive range of support offerings which can be tailored in to your very own exclusive maintenance contract.


To make things a little easier we have standard and premium support contracts that will cover most areas, these can of course be changed to suit your particular requirements.

 

We offer two levels of support contacts Standard and Premium. You can find more details below.

 

You can find out more about our SLA's on our Telephone Support page.



The Standard Contract is designed to cover the key areas of your business with unlimited telephone support, remote assistance, monthly status reports and our unique quarterly health checks, all designed around your specific software and hard ware support requirements.

 

Our Premium Contract created for customers that don’t have the time or resources to look after their network or complicated security software. Managing server updates, backups and IT security software are extremely important tasks but can take up an incredible amount of time. Our highly trained staff can take away the stress of looking after these business-critical processes with our remote monitoring, IT Security Software support, managed services and On-Site work when required.


The table below illustrates our offerings which of course can be changed to meet your requirements if needed:


Included Services
Standard
Premium

Telephone Support 9am – 5pm Weekdays

  •  
  •  

Remote Support

  •  
  •  

Monthly Reports including backup checks and server health

  •  
  •  

Quarterly Security Health Check

  •  
  •  

Guaranteed SLA’s

  •  
  •  

IT Security Software Support

  •  
  •  

Remote Upgrades

 

  •  

On-Site Support and upgrades (hourly rate and expenses apply)

 

  •  

Remote Server Monitoring

 

  •  

Named Technical Contacts

 

  •  

Microsoft Software Support

 

  •  

Managed Services

 

  •  

Additional Services
Free
Charged

Full Scope of Work documentation

  •  

 

Professional Service Days

 

  •  

Remote Installations (charged at an hourly or daily rate)

 

  •  

Hardware Refresh

 

  •  

Office Moves

 

  •  

Technical Training

 

  •  

Server Builds

 

  •  

Infrastructure Design and Implementation

 

  •  

Flexi Support Services
Included

Minimum investment of 50 vouchers

  •  

Each voucher entitles you to 30 minutes of support

  •  
Entitles you to all of our remote or on-site (excluding expenses) professional services

Flexi support service is purchased in advance

  •  

Vouchers can then be used individually or in blocks until they have all been used

  •  

Expiry date of 12 months from date of purchase

  •  

Covers standard business hours of 9am to 5pm Monday to Friday

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Vouchers cover support for any software or hardware that you have purchased from us or simply as an additional resource to your IT department

Support hours can be slightly adjusted as a tailored offering should you require it

  •  

Expenses

Travel by company car for consulting staff will be charged at 40p per mile. Other travel and accommodation incurred by consulting staff will be charged at cost.


VAT

VAT will be charged at the rate prevailing at time of invoicing.

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