GMT Support Packages
Why does your IT system need support?
Many organisations purchase new PC’s and servers that come with an on-site warranty and assume that this will cover all expenses in the event of a problem. In reality, 95% of computer equipment is sold with hardware parts and labour warranty. This takes care of the cost of repair or replacement of faulty components but does not cover the problems caused by Software.
Modern computer equipment is relatively reliable – by far the most common cause of computer system problem relates to a software issue. These can include viruses, trojans, spyware, software compatibility issues operating system corruption and general bugs within the software.
What is the warranty on software?
When a software company writes a piece of software for mass distribution, it cannot take in to consideration every user’s particular circumstances (e.g. what hardware they are using, what other software packages are running). Add to this the risk of virus and spyware infection and the possibility of the software not functioning increases dramatically.
Bearing these issues in mind a software vendor will generally do their best to ensure that their software will work correctly but cannot guarantee this for every different possible configuration of equipment. Software manufacturers do their best to support their products by providing bug fixes and normally offer technical support (this usually involves an additional ongoing cost).
What can happen to your system?
Hardware failures are usually easy to diagnose and simple replacement of the faulty component will normally rectify the problem.
Where software is concerned the most common causes are:
- Software Corruption (windows or application software)
- Software Compatibility (installing program A causes program B to stop working properly)
- Virus Infection (infection from virus, trojan or from spyware)
- Hard Drive Failure requiring operating system and software re-installation
How long can you wait for a response?
Many companies do not take out additional cover other than the manufacturer’s hardware warranty.
When a software problem occurs the organisation will generally ring the company that sold them the hardware. If the problem relates to a software problem then the hardware supplier is not obliged to sort the problem out without charging for this and does not need to give any timescales to resolve the issues. We know of companies whose systems (PC’s and Servers) have been down for weeks under these circumstances!
Down time costs money!
If a PC is out of action how much productivity is lost by the user?
If a Server is down this will grind the entire organisation to a halt!
Whichever way you look at it a problem with PC or Server will cost your organisation money for each hour it is out of use.
If your PC/Server is down will you be able to:
- Raise invoices/delivery notes
- Writer letter and quotations
- Run your payroll and pay employees
- Operate your accounts/stock systems
- Manage your contacts and diary
- Check you E-mail and access the Internet
Not all of these tasks will apply to every user/PC but certainly some of these tasks will be affected in the event of the problem.
The Pricing Problem
A support contract is essentially an insurance policy that should provide a guaranteed service in the event of a problem.
There are two perspectives to the support process…
From the support company’s side they do not want to risk providing too much support time to cover all and every potential problem. Should a client want a complete and comprehensive (everything covered) approach then the charge would have to reflect the all encompassing possibilities. Also bear in mind that a comprehensive policy will not cover labour charges incurred in the event of a virus, accidental damage or misuse.
From the client’s side they do not want to tie up a large amount of capital in a contract where they may never get their “money’s worth”. However the client should realise that without any form of support agreement they are vulnerable.
The Answer
The fairest way for both the client and support company is to “pre-pay” a specified monthly fee that will guarantee help desk support with reasonable response times. This is the philosophy behind our “System Support” and ensures that your company will.
- Receive prompt support from certified IT professionals
- Not pay over the odds for an all embracing contract
- Be covered for telephone, remote and site visit support
- Save money by consolidating other software support options
Click here for information on the Support Packages we offer (PDF)
