Hampshire Business Computers provide a flexible and scalable support service entitled the Enterprise Support Agreement. This support facility is provided via blocks of pre-purchased 15 minute support units that customers can utilise in a variety of ways that include telephone support, remote support and on-site support. The support units do not have any calendar restrictions and therefore can be redeemed without penalty.

Support calls are prioritised in order of incident severity and target response times are within 2 working hours by telephone and within 8 working hours for site attendance where feasible. Each month clients receive an account status report detailing any work undertaken during that period and indicating the amount of support units remaining.

Premier Service remote support

Providing the client's servers, workstations, laptops, firewalls or routers have live internet connectivity, remote support can be extended to any location worldwide via web-based streaming in conjunction with simultaneous HBC telephone assistance. This method of remote assistance is HBC's Premier Service and clients that subscribe to this service are charged monthly by deducting 2 x support units from the customers account.

Monthly Health Checks

Hampshire Business Computers provide a pro-active monitoring service for their client base which takes the form of a remote monthly system health check. Using this facility, all critical elements relating to network file server(s) are checked to ensure that they meet the required criteria to ensure a continuous and reliable performance for the users.

On each occasion that the health check is carried out the customer receives a health check report listing all elements that have been examined and the subsequent findings. Where necessary the engineer that has undertaken the health check will make recommendations of any remedial work required. This service can be charged from the Enterprise Support Agreement at a cost of 4 x support units for the initial file server with a further two units charged for any additional server thereafter. By utilising this service many issues are resolved before they reach a critical state thereby providing optimum performance and peace of mind for the client.

Call Logging

Once the Enterprise Support Agreement has been purchased, the customer receives a letter outlining the call logging procedure and stating the customer's unique call logging reference number. Calls are logged by HBC staff and are entered onto the call logging system, the caller may be asked to provide a brief description or symptom of the problem and in certain instances may require verification that the support call has been authorised by the appropriate department or manager.

To summarise the Enterprise Support Agreement, this flexible, scalable and open-ended solution provides the following benefits :-

• Flexible, multi-level support for file servers, workstations, laptops, firewalls, routers and network peripherals. The support units also cover network & desktop platforms, various leading industry software applications, home-workers and UK and international field based staff.
• Timed response support for business critical systems and existing in-house IT resource. Cover for key IT support staff during holiday periods or sick leave.

For further information on the Enterprise Support Agreement please contact your HBC Account Manager or call the Sales department on 01794 830326.