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.
| 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
| Bring to Real Point Office
for support 2
|Out of hours support 3||£30 per hour||£50 per hour|
| System Clean Sweep
and report 4
|at launch & annually|| £20 per
| Hot desk access 5
and loan PC 6
| Active system monitoring
(server networks only) 7
|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
Response times are our service level guaranteed times, our normal performance is well within those times.
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.
Out of office hours are all weekends and bank holidays, and from 5:30pm - 8:30am weekdays.
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.
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.
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.
Ensuring we know about problems often before you do - we install monitoring software alerts us if anything untoward occurs.
Each month you will received a report on your current system status, recommendations, technology news, ideas and tips.