IT Support Packages for your business

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We have a graded selection of IT support packages to ensure you can find and afford the solution that best meets your needs. If you're not sure which level of support you need, contact us and we'll review your systems to find the best solution for you.

  Gold
Silver
 SLA response time for
 system wide failure 1
 2 hour
 6 hour
 SLA response time for  other support requests 1  4 hour
 10 hour
 Email / telephone  support 2  Unlimited  Unlimited
 Remote support 2  Unlimited  Unlimited
 On-site support (servers)2  Unlimited* 2 annually
 On-site support
 (workstations) 2
 Unlimited* 2 annually
 Bring to Real Point Office
 for support 2
 Unlimited  Unlimited
 Out of hours support 3  £30 per hour  £50 per hour
 System Clean Sweep
 and report 4
at launch & annually   £20 per
workstation/server
 Hot desk access 5
 and loan PC 6
 Yes  Yes
 Active system monitoring
 (server networks only) 7
 Yes  Yes
 Monthly report 8  Yes  Yes
 Monthly Charge
 from £19#  from £12#

* Travelling expenses @ 50p per mile
# Price for one desktop/laptop, additional charges for servers and specialist equipment.

All prices are quoted exclusive of VAT

1. Response times

Response times are our service level guaranteed times, our normal performance is well within those times.

2. Telephone, email, remote and on-site support

Our telephone and web support desk allows you to discuss any of your technical problems or requirements with your support team. Our remote support software allows us to take control of your PC from our office; for any issues which cannot be resolved remotely, we will arrange a site visit at your convenience*, or you can bring it to our offices.

3. Out of hours support

Out of office hours are all weekends and bank holidays, and from 5:30pm - 8:30am weekdays.

4. System Clean Sweep

We run a full set of diagnostic tools, fix any software problems with your system and check all software is licenced and up to date, including anti-virus protection. We ensure you have a full and on-going backup process in place and provide a report including any recommendations for improvements.

5. Hot desk access

Free use of our hot desk facility if your offices are unavailable or lack internet connectivity. You will be provided with a desk at Real Point's office with an internet connection and a spare PC if your is also unavailable.

6. Loan PC or laptop when your PC is in for repair

We know how frustrating it can be to be without a computer, so while your computer is out of action we will lend you one of ours. 

7. Active system monitoring - server only

Ensuring we know about problems often before you do - we install monitoring software alerts us if anything untoward occurs.

8. Monthly report

Each month you will received a report on your current system status, recommendations, technology news, ideas and tips.

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