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HBC Enterprise Support Agreement (ESA) 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. 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 :-
For further information on the Enterprise Support Agreement please contact your HBC Account Manager or call the Sales Department on 01794 830326 |
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Sage | ACT! | IT Services | Microsoft | Sage Line 50 | Hampshire | Southampton | Sage 200 | Sage MMS | Sage 50 | Sage Software | SonicWall VPN | Line100 | MMS | Sage Line 100 | Sage 100 | Sage ACT! Professional | Sage Payroll | Payroll | Sage Business Intelligence | Sage BI | SSL VPN | SonicWall VPN | SonicWall SSL VPN | SonicWall | SonicWall SSL-VPN 200 | SonicWall SRA 4200 SSL-VPN 2000 | SonicWall SSL-VPN 4000 Copyright © 2010 Hampshire Business Computers Ltd - Registration No: 2050982 - VAT No: GB 438 2900 47
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