Corolus Reactive Support Options

Reactive Support entails a "Call us when you have a problem" service.  In short, when you have a problem with either an individual computer or your entire network, you call or email our support team and we will take ownership of the problem. 

 

Our engineers will ask a few questions depending on the nature of the problem and then either via phone, remotely, or by site visit, will rectify the problem and report back to you.  This is an end to end service, meaning once you have made the initial phone call we will deal with any third parties with regards to support, warranty claims or software configuration.  This leaves your staff free to get on with their work.  In the event that the resolution of the problem is going to take too long, we can arrange for a spare machine to keep you working.

 

We can provide this support on either a pre-paid annual fixed fee or at an hourly rate.  Whichever method suits your needs, we provide a first class service tailored to fit your specific requirements and your budget.

 

Hourly Rate Support

Our hourly rate support is charged per hour or part thereof for onsite work with a minimum call out charge of 2 hours but no travelling charges.

 

Our telephone and remote support is charged per 15 minutes, or part thereof, with a minimum charge of 30 minutes per job.

 

For those customers who use this service regularly we can combine the costs into a monthly invoice to make billing and payment easier.

 

We can also negotiate a reduced hourly rate for customers who purchase blocks of time up front.

 

Fixed Fee Support

Our fixed fee support offers the greatest peace of mind to you and your staff.  With this level of support we effectively operate as your IT department for a fraction of the cost.  We provide guaranteed response times which by default are 8 hours for desktop PCs and non critical network devices, and 4 hours for server or network issues that affect multiple users.  Faster response times and additional cover out of hours or for weekends/public holidays are available if required at additional cost. These are our guaranteed response times in working hours, however, we are usually onsite within an hour or two.

 

You pay a fixed fee based on the hardware and software you have and that provides complete support for the year. There are no other charges unless you have a hardware failure that is not covered by a manufacturers warranty.  In this situation the labour costs are covered by our agreement and we only charge for the new hardware.  If you introduce new hardware or software we charge a pro-rata fee for the remainder of the support period.

 

The majority of issues are either sorted out there and then on the phone, or via remote dial-in support if appropriate. If the problem cannot be sorted out swiftly in this way an engineer will be sent to site to rectify the problem.

 

The minimum network that we will cover on a fixed fee basis is 5 client PCs and 1 Server. Smaller networks or those that do not have a proper Server will be covered by an hourly rate charge.

 

Support Hours

Our staff are available via phone and email Monday to Friday 9:00am till 5:30pm, except for public holidays. If there is a problem you simply call our support line and a friendly, knowledgeable member of our team will talk you through the problem.

 

We can provide additional support cover out of these hours if required.  This can either be extended hours on our normal Monday to Friday opening times or weekends and public holidays.  Any out of hours support cover requires advanced notification so please check with us first.

 

 

 

Relax, we've got it covered!