Standard Cover SLA

Piece of Mind

When you work in a small business you often have to wear many hats, including answering support calls to your clients. This is where outsourcing your support needs could be the solution for your company.

General ICT ConsultingLogical Solutions will take responsibility for this on your behalf, therefore allowing you and your internal staff more time to focus on your core business. We pride ourselves in providing a fast, responsive and pro active service to our clients while working closely together to provide the best possible solutions.

It is recognised that outsourcing your help desk requirements could reduce your ICT costs by approximately 20% at the same time improving the services within your business. This is achieved by the potential to offer longer hours of support, ranging from only a few hours or up to 24/7 365 days per year.

Similar to our total cover agreement and making use of our enterprise monitoring tool set, Standard cover includes unlimited help desk calls across the environment.

With our Standard Cover Agreement we separate out your Servers and workstations as follows.

Servers are Fully supported (We will resolve any issue that arises)

Workstations are maintained to a Level 1 status.

Service level tiers explained

Level 1: This is the first 25minutes of a call that can be done via some form of remote access.

Level 2: Either via remote or on site from 25minutes (level 1) through to 2hours.

Level 3: Generally on site from 2hours through to fault resolution.

Our experience has revealed that maintaining workstations to this level will reduce 80% of all problems on your environment, thus reducing the risk of those surprise, unplanned expenditures on your ICT environments.

This type of agreement is often used in conjunction with internal ICT staff to reduce load and allow them to concentrate on more valuable projects.