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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