HBC Enterprise Support Agreement (ESA)
The Enterprise Support Agreement (ESA) provides the following :-
- Pre-paid engineering and support time purchased in blocks of 15 minute units which are automatically re-ordered when the balance falls to 8 units or below. ESA units carry no calendar restrictions and can be redeemed without penalty. Support incidents are prioritised by their severity
- Response Times - 2 hour target response time by phone, modem or Internet Gateway, engineering on site response within 8 working hours.
- Support for existing in-house IT resource and cover for key IT support staff during periods of holidays or sick leave.
- Providing each server, workstation, laptop, firewall or router has live internet connectivity, support can be extended to any location worldwide via web-based streaming in conjunction with simultaneous HBC telephone assistance.
- Support for file servers, workstations, laptops, firewalls, routers and network peripherals. The ESA also covers network and desktop platforms, various leading industry software applications, home-workers, UK and international field based staff.
- Support calls are recorded via the call logging system by HBC staff from which a monthly customer report is generated, detailing the engineering time used and the balance of the units remaining.
In summary; a totally flexible, scalable and open-ended IT Support Solution. |

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