Introduction
OfficeNetExpress provides a contractual IT support service that meets the needs of small and medium businesses and which is designed to be:
· Comprehensive
· Flexible
· Competitively priced
· Easy to understand and manage
We have a single level of service (no "Bronze, Silver, Gold, Platinum" nonsense) backed by a Service Level Agreement (SLA). It clearly defines what is included and what is not included.
Support is available via telephone, email, support portal, remote access and through on-site visits.
Support is broadly defined as "agreed activities to keep existing systems operational and healthy". It can be differentiated from developmental or project work that is intended to provide new or significantly enhance or overhaul existing systems.
An agreed quota of monthly support work is agreed, based upon the customer's requirements (e.g. one day total per month). A quarterly review mechanism ensures the process is working and the customer is not paying for more than they need.
All support activity is logged and a summary report provided to the customer at the end of every month.
For more detailed information, click here to download our IT Support Services overview document. And yes - it does answer the awkward questions and does include pricing information.