IT Maintenance and Support Service

technicianIf you consider the cost of having your own IT staff against the cost of out-sourcing your IT maintenance and support then the cost savings are significant, which is the reason more and more organisations are now out-sourcing.

Out-sourcing your IT maintenance and support to a specialist company provides both value for money as well as a better level of service, giving more time for your staff to work on what is most important for your organisation – expanding your services and supporting your customers.

We have created a range of IT maintenance and support services to enable us to take total responsibility for the smooth running of your IT systems, backed-up by our unique guarantees.

Services As Required

There is no contract period and you call us as, and when, you require maintenance and support. There is no guaranteed response time but we aim to respond within 1 working day.

  • No contract;
  • IT maintenance, including hardware and software installation – £38.00/hr + VAT;
  • Travel time – £24.00/hr + VAT;
  • IT consultancy, project management and training – £47.00/hr + VAT;
  • The supply of new or replacement equipment is not covered and a quotation for such equipment will be provided before it is supplied.

Remote Monitoring and On-call Support

This package provides for the daily remote monitoring of your server, and the remote resolution of server, network computer and user support issues if they require less than 15 minutes’ work. Issues requiring longer than 15 minutes to resolve are charged at the rates shown below. A call-out response, either in person or remotely, within 1 working day for all issues (server, network computer and user) is guaranteed.

  • Includes daily remote monitoring of your server;
  • Includes remote resolution of server, network computer and user support issues if they require less than 15 minutes work;
  • Includes a call-out response, either in person or remotely, within 1 working day;
  • 1 month’s cancellation period;
  • £55/mth + VAT for the first server (and up to 3 networked computers) plus £27.50/mth + VAT for each additional server;
  • £2.20/mth + VAT for each network computer (4 or more networked computers);
  • Additional IT maintenance, including hardware and software installation – £31.00/hr + VAT;
  • Additional travel time – £20.00/hr + VAT;
  • Additional IT consultancy, project management and training – £38.00/hr + VAT;
  • Rates charged in 15-minute increments;
  • All rates are fixed for the period 01 April to 31 March of the following calendar year;
  • If a response is not provided within 1 working day a full month’s charge is credited. This does not imply that a resolution is provided within 1 working day, only that work will commence on a resolution within 1 working day;
  • The supply of new or replacement equipment is not covered and a quotation for such equipment will be provided before it is supplied.

Maintenance and On-call Support

This package provides for the daily remote monitoring of your server, and the remote resolution of server, network computer and user support issues if they require less than 15 minutes’ work. Issues requiring longer than 15 minutes to resolve are charged at the rates shown below. In addition a monthly maintenance visit to carry out standard maintenance tasks and to resolve issues that users have decided do not merit immediate attention is provided. A call-out response, either in person or remotely, within 1 working day for all issues (server, network computer and user) is guaranteed.

  • Includes daily remote monitoring of your server;
  • Includes remote resolution of server, network computer and user support issues if they require less than 15 minutes work;
  • Includes a call-out response, either in person or remotely, within 1 working day;
  • Includes a monthly maintenance visit to carry out standard maintenance tasks;
  • 1 month’s cancellation period;
  • £55/mth + VAT for the first server plus £27.50/mth + VAT for each additional server plus £15.40/mth + VAT for each network computer;
  • Additional IT maintenance, including hardware and software installation – £31.00/hr + VAT;
  • Additional travel time – £20.00/hr + VAT;
  • Additional IT consultancy, project management and training – £38.00/hr + VAT;
  • Rates charged in 15-minute increments;
  • All rates are fixed for the period 01 April to 31 March of the following calendar year;
  • If a response is not provided within 1 working day a full month’s charge is credited. This does not imply that a resolution is provided within 1 working day, only that work will commence on a resolution within 1 working day;
  • The supply of new or replacement equipment is not covered and a quotation for such equipment will be provided before it is supplied.

All-inclusive Maintenance and On-call Support

With this package you will never have to pay for any additional IT support or maintenance. In addition this package provides for the daily remote monitoring of your server, and the resolution of server, network computer and user support issues. A monthly maintenance visit to carry out standard maintenance tasks and to resolve issues that users have decided do not merit immediate attention is also provided. A call-out response, either in person or remotely, within 1 working day for all issues (server, network computer and user) is guaranteed.

  • Includes daily remote monitoring of your server;
  • Includes the resolution of server, network computer and user support issues;
  • Includes a call-out response, either in person or remotely, within 1 working day;
  • Includes a monthly maintenance visit to carry out standard maintenance tasks;
  • 1 month’s cancellation period;
  • £110/mth + VAT for the first server plus £55/mth + VAT for each additional server; plus £18.70/mth + VAT for each network computer (minimum quantity applies);
  • All rates are fixed for the period 01 April to 31 March of the following calendar year;
  • If a response is not provided within 1 working day a full month’s charge is credited. This does not imply that a resolution is provided within 1 working day, only that work will commence on a resolution within 1 working day;
  • The supply of new or replacement equipment is not covered and a quotation for such equipment will be provided before it is supplied.

If you would like more information about our IT maintenance and support services please get in touch using our contact form or give us a call on 0345 319 4887.

Key Benefits

For all customers:

  • Unique service guarantees that give you money back if we do not perform to the high standards you expect;
  • Cost-effective rates for high-quality work;
  • 15 minute charging increments - if it takes us 30 minutes to provide a solution for you why should you have to pay for an hour’s work?

For contract customers:

  • 1 month minimum contract term;
  • Remote monitoring of key functions on a daily basis;
  • Next working day call-out response guaranteed;
  • If a resolution can be provided within 15 minutes we make no charge;
  • A monthly maintenance visit to carry out standard maintenance tasks (maintenance contracts only).

Guarantees

At Glideslope Software we understand that it is difficult for small and medium sized organisations to find good IT maintenance and support services which is why we are happy to provide guarantees:

  • If we cannot provide a solution, or the provided solution does not satisfy you, we will make no charges for our time no matter how long we have spent;
  • If you have a support contract with us and we do not provide a response to a support request within 1 working day we will not charge you for our contract services during that month.

Smarter Technologies Ltd, Unit 1 Broadfield Industrial Estate, Seymour Street, Heywood, OL10 3AJ | Company No.: 07172781 | VAT No.: 794 7491 68