Budget control - Either opt for "Unlimited" or buy a budgeted number of hours per month.
Unlimited - You'll get all the IT support you need for a fixed monthly fee. You won’t receive an invoice for additional support or administration. Even if you're working at home on your home computer you're covered: if you've got a problem that affects your work, call us for help, with no extra charge.
Budgeted - We'll manage your support within your budget. We won’t exceed the number of hours you pre-purchase. If the remaining budget for the month gets low we'll ask you whether you want to increase your monthly budget, or we'll put non-critical problems on hold. We'll rollover unused budget to the next month. We account for time on a per minute basis.
Telabase - We keep details of your network, hardware, software, etc in our database. We make no charge for creating the database and maintaining it. Our automated systems keep this information up to date. When you call we have all your details to hand which means we save you time and solve your problems quickly.
Remote access - Our remote access technology is key to providing you with fast, effective and efficient service. We respond within the times of your service level agreement. We resolve 99% of problems remotely.
Remote server administration - We're your server administrators. If you need your configuration changing, call us and we'll do it. We'll create user login accounts for new team members, recover a file from backup, etc. We will provide technical assistance to configure your backup software according to your requirements.
Remote maintenance for servers and firewalls - We'll manage your servers and firewalls when our automated monitoring systems alert us to a problem (e.g. if a backup didn't complete successfully), according to our maintenance policies and schedule and if you contact us to report a server problem.
On site support - If we can't resolve the problem by phone nor through remote access, we'll schedule a site visit to fix the problem, responding within the response times of your SLA.
Hardware repair, replacement, rebuild, and reinstallation - for hardware faults we'll repair or replace, rebuild, reconfigure and re-install the hardware. With "Unlimited" our labour is free of charge for your company's hardware: you just pay for replacement hardware, parts and consumables.
Software rebuilds - If the system won't boot we're normally able to repair the problem, but if that doesn't work we'll re-install, rebuild, and reconfigure. With "Unlimited" our labour is free of charge for your company's computers.
Per person pricing - Maybe each person has a work PC, a home office PC, a laptop a PDA and a mobile phone: it doesn't cost any extra. And it doesn't matter how many servers you have.
Warranty management and follow up - You probably have manufacturer warranty for some of your equipment. If the equipment goes wrong, the manufacturer may replace it, but normally you have to do a lot of work to get the replacement: reporting all the details of the problem, following the manufacturer's test procedures, despatch, following up. We'll do all that for you and if possible we'll substitute one of our spares rather than waiting weeks for a replacement! We back up your computers before sending them back for repairs.
Labour to reinstall and reconfigure replacements is covered by this category.
Follow up ISP issues - If you have problems with your internet connection, many ISP's expect you to do a lot of testing to diagnose the problem. We'll do all that for you and if possible we'll substitute one of our spares rather than waiting for a replacement router or firewall!
Named Account Manager - We'll assign an account manager to help you get the best from your system and from our services. You'll have their direct phone number, direct email address and mobile phone number. We'll also appoint a deputy account manager to cover for holidays, sickness etc. We'll ask you for your named primary contact and deputy.
Regular detailed reports - We send you relevant and meaningful reports from our online monitoring system, logs of problems reported to the helpdesk with their resolution, and statistical reports.
Monitoring - We install software on your servers to monitor your system's health: disk warnings, backup status, drive space, antivirus updates, antivirus, internet connection, WAN connections. We email you status reports so you know what we're doing behind the scenes to keep everything running smoothly.
Service level guarantee - for the Gold service level we provide a service level guarantee. If we do not meet the SLA on more than 10% of occasions in any month we'll waive the support fee for the followiing month.
Proactive renewal management - forgetting to renew domain names, server warranties, or UPS batteries can really disrupt your business. We'll log your renewal dates and make sure everything is renewed in plenty of time.
IT Policy assistance - Companies with a policy for employees' use of IT to suffer less disruption. The policy should cover legal issues, email, internet, passwords, ipods, memory sticks, CD/DVD and company IT equipment. A telanova consultant will advise and identify systems to monitoring or enforce policies.
Standby hardware - If we take away your hardware to fix at our lab, we will loan you hardware, subject to availability.
Scope - We cover issues with operating systems, applications, network, internet and email issues; servers, PCs, laptops, firewalls, routers and switches; printing and scanning; typical office applications.
Version upgrades - installing minor version upgrades is covered under system maintenance. Major version upgrades are not covered under our support agreements, but we will quote for these as a project. Examples of projects to implement major version upgrades are: upgrading from Office 2003 to Office 2007; Windows XP to Vista; Windows Server 2003 to Windows Server 2008.
Software applications - we troubleshoot and support applications. This is supplementary to the vendor's own support program, not a substitute for it. We'll help with users' problems using application software, but our helpdesk service cannot compensate for a lack of training.
Support for remote access - we will extend your existing remote access systems for new users and support users if they encounter any problems.
Fees - Prices exclude VAT, payable monthly in advance, by bankers standing order. Minimum total monthly fee (including budget hours) is £80 + VAT.
Bronze, Silver, Gold - you may switch tariff by giving 30 days written notice in advance of the next payment date.
Changes - IT is a fast changing business environment. Telanova may need to change these terms to respond effectively. Therefore telanova may change the terms and conditions by giving 60 days notice in advance of the next payment date.
Terms and conditions apply - see http://www.telanova.com/docs/tandc.pdf