Business Maintenance

Remote Support

Unlimited remote support during office hours.

Users can contact us via email, telephone or live chat when available.

Our support engineers use a remote access service which allows them to connect to the problematic system, and fix it without having to visit your office.

Service Level Agreements (SLAs)

Response to support requests within 1 hour whenever possible.

Same day resolution target to support requests.

24 hour target when a fault cannot be resolved remotely and on-site presence is required.

On-site Visits

Where faults cannot be resolved remotely, site visits will be charged at preferential rates.
This is 30% lower than non-contract clients. Out of hours visits will be charged at £50.00 per hour.
Site visits will be within 24 hours of the original call.

Software Support

Software troubleshooting for standard Microsoft Products. This includes availability and  connectivity of the following:

  • Microsoft Server products
  • Microsoft Desktop Operating Systems
  • Microsoft Office Suite

Excludes user training and advanced configuration.

Third party Applications

Time saving third party software application support; use this in conjunction with your
external software support agreements to remove yourself as the middle man when issues
arrive. Exclude the blame culture by having us liase directly with your
third party providers, ensuring speedy troubleshooting and resolution of software issues.

Project Work

As a contract client you will be entitled to preferential  work rates. Project work
is scheduled remote or on-site work which is not a support issue. It involves the change,
configuration or development of the network. The following items are classed as project
work:

  • Group policy changes
  • Installation & configuration of hardware and/or software
  • Server replacement
  • Office moves
  • Configuration of software
  • Architecture redesign (e.g. routing changes, domain changes)
  • Auditing
  • Disaster recovery planning
  • Penetration testing

Peripheral Devices

All standard network equipment is covered for troubleshooting, configuration and availability
including printer, scanner, fax, access points, UPS, backup devices. Seperate cover is available
for:

  • VPN installation/maintenance
  • layer 2 and layer 3 switches
  • Backup (remote or local management)
  • Router
  • Firewall

Pre-Existing Issues

Magister Computer Services will support pre-existing issues with your network subject to our Fair
Usage Policy.