Support Contract

We offer several support options

  • Monthly Support Contracts - Most of our clients are what we call monthly contract clients where each client has a number of hours allocated per month dedicated to IT Support functions.
  • Charity Support Contracts: IT Resolution Ltd offer Support Contracts for Charities for which we have reduced hourly rates to help keep the IT support costs to a minimum for our charity-based clients. Charity contracts attract all the conditions and benefits outlined in our Support Contracts above.
  • Ad-hock Support: IT Resolution Ltd offer Ad-hoc support to clients that do not wish to commit to a contract and all the benefits that go along with them. Ad-hoc contracts have slightly higher hourly rates, however, these rates are still very competitive and you still have access to our support platform to raise support tickets.

 

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Contract Support Provision

All contracts are based on a 12 Month rolling contract most of which are for a minimum of 36 Months. This format allows us to set the hourly rate for the full 36-month term with no increases during that period. All contracts with our clients vary only on the number of hours included in the contract per month and the cost of any additional services requested.

IT Resolution Ltd will provide remote monitoring services of Client’s essential IT infrastructure (“Servers and Backups”) 24 hours per day, 7 days per week, and 365 days per year. We shall also provide IT support through remote means and where necessary onsite between the hours of 9:00 am – 5:00 pm. Monday through Friday, (“Normal Working Hours”), excluding “Scottish Public Holidays” as outlined in Appendix A of our full terms and conditions.

We will endeavour to undertake support requests out with “Normal Working Hours” at no additional premium; however, availability of support staff cannot be guaranteed during these times. We do not offer a guaranteed 24/7 support service.

 

All our contracts include the following documentation

  • Basic Contract Details Form - outlining the overall summary of the services being supplied, what is included, what is not included along with our SLA timescales.
  • Terms and Conditions - outlining the full parameters of engagement.
  • Client Confidentiality Statement - Guaranteeing Confidentiality by all IT Resolution Ltd Employees regarding any client data we have access to during the contract.
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Benefits of being a contract client:

  • Priority support for all contract clients

  • Remote support for all users and devices

  • Support Helpdesk

  • SLA response times

  • Proactive management and monitoring

  • Regular IT planning and strategy meetings