support matrix
Good IT support is about taking the stress out of running a business, that’s why we combine advanced management technologies, a customer service ethic, which blended with highly trained Microsoft qualified consultants, provides the perfect recipe.
We also insist on offering ‘Support Packages’ that are designed around the needs of our clients and their individual users. Below you will find five clearly defined support packages hopefully ensuring we meet the technical support needs of your business.
| What our support packages include | SITpay | SITprepay | SITremote | SITsupport+ | SIToutsource |
|---|---|---|---|---|---|
| Somerbys IT support | |||||
| Support by an authorised Microsoft Gold Partner | yes | yes | yes | yes | yes |
| Access to experienced qualified IT consultants | yes | yes | yes | yes | yes |
| Log requests via the telephone, email or online | yes | yes | yes | yes | yes |
| Track your support requests and charges online | yes | yes | yes | yes | yes |
| Dedicated account manager and support team | no | no | yes | yes | yes |
| Monthly support management information | no | no | no | no | yes |
| Support offering | |||||
| Competitive hourly support rate | yes | yes | - | - | - |
| Discounted prepaid support rate | no | yes | - | - | - |
| Reduced ‘out of hours’ support rate | no | no | yes | yes | yes |
| Unlimited remote support | no | no | yes | yes | yes |
| Unlimited onsite support | no | no | no | yes | yes |
| Tailored support package | no | no | no | no | yes |
| Service levels | |||||
| Priority support | no | no | yes | yes | yes |
| Guaranteed 2 hour first response | no | no | yes | yes | yes |
| Guaranteed 4 hour onsite critical response | no | no | no | yes | yes |
| Customised response times | no | no | no | no | yes |
| Monitoring and reporting | |||||
| 24/7 real-time server monitoring | no | no | yes | yes | yes |
| Servers linked to our central control centre | no | no | yes | yes | yes |
| Daily backup check | no | no | yes | yes | yes |
| Daily server health check | no | no | yes | yes | yes |
| Monthly ‘IT system health check’ report | no | no | yes | yes | yes |
| Custom server and network monitoring | no | no | no | no | yes |
| Administration as part of the monthly support package | |||||
| System administration (adding and deleting users) | no | no | yes | yes | yes |
| IT security and policy management | no | no | yes | yes | yes |
| Core server and workstation application support | no | no | yes | yes | yes |
| Support for email services, hosting, domain names | no | no | yes | yes | yes |
| Support of your internet or broadband package | no | no | yes | yes | yes |
| Installation of system updates and patches | no | no | no | yes | yes |
| Free critical loan equipment | no | no | no | yes | yes |
| Tailored administration to suite your needs | no | no | no | no | yes |
| Any additional work (installations, consultancy etc) | |||||
| Reduced labour costs ‘during working hours’ | no | no | yes | yes | yes |
| Reduced labour costs ‘out of hours’ | no | no | yes | yes | yes |
| Optional reduced rate onsite SITproactive visits | no | no | yes | yes | yes |
| Inclusive SITproactive onsite support visits | no | no | no | no | yes |
| Inclusive IT strategy planning | no | no | no | no | yes |
| What our support packages include | SITpay | SITprepay | SITremote | SITsupport+ | SIToutsource |
Click here for an instant Support Estimate
Also, don’t forget to look at our SITproactive & SITmonitor packages.
Alternatively, if you wish to speak to someone directly about any of the above packages, then feel free to contact us on 0845 688 8663 or complete our Contact Us form and we’ll call YOU back.