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 home.
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 25% lower than non-contract clients.
Software Support
Software troubleshooting for standard Microsoft Products. This includes availability and connectivity of the following:
- Microsoft Desktop Operating Systems
- Microsoft Office Suite
Software troubleshooting for anti-virus/anti-malware products.
Excludes user training and advanced configuration.
Peripheral Devices
All standard home network equipment is covered for troubleshooting, configuration and availability including printer, scanner and access points.
Pre-Existing Issues
Magister Computer Services will support pre-existing issues with your network subject to our Fair Usage Policy.