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Computer maintenance - IT Support London

Computer systems are now a chain of various devices that link together to provide you with access to all of the resources that you need.  Your client computer (desktop or laptop) is your window to these services.  Without a functioning client computer all of your server and Internet Services become unavailable to you. 

At APNET we recommend that you implement an infrastructure to circumvent this issue by allowing you to log on to another computer and access your own information (documents, email etc.) from another desk (see Folder Redirection and Roaming Profiles and Microsoft Exchange).  Although we make this possible it can still be inconvenient to be at the wrong desk and so can be very important to get your computer back up and running as quickly as possible, if for no other reason than to get your office completely fault tolerant again (just in case another computer should fail).  This is why we have our client computer maintenance packages.

"Why do I need a support contract if my computer is still in warranty?"

Our support contract and a manufacturer's warranty cover two different things.  The manufacturer's warranty is there to cover the labour and parts involved in a hardware replacement.  Should a component fail, such as a hard drive, then it is the responsibility of the hardware provider to get your computer back to the state at which it left the factory and was delivered to you.  This can mean that in the event of something like a hard drive failure the manufacturer would replace the part without concern for restoring your data or setting your computer back up for connection to your network or reinstalling any of your software.

Our maintenance agreement is designed to support a manufacturer's warranty.  In the event of any computer failure you would firstly contact us (removing any confusion about who to contact first).  If it is determined to be a hardware fault covered by warranty we would then liaise with the hardware provider to get the faulty component changed.  If it is something software related that can be fixed remotely or onsite by us, then if you have the appropriate agreement to cover it, we will repair it without charge.

In the case of something catastrophic like a hard disk failure we would arrange to backup the data before contacting the manufacturer (although this should not be considered a replacement for scheduled backups), then arrange the repair, liaise with the provider to complete the repair, then be available to return the computer to its original configuration (connection to the network, software reinstalled and configured, data restored).

Under particular support agreements we are also proactive about predicting possible issues, by checking for updates, checking your event logs, looking for performance related issues (that may be resolved by hardware upgrades).

Unlike the manufacturer's warranty, we can also assist with issues relating to the Operating System, Internet Explorer, Antivirus, Office applications, network issues, and can even liaise with 3rd party companies about issues related to their software and how that may be impacted by the operating system or other applications that we support.

To keep you up to date with developments certain support agreements include a certain amount of consultancy time that can be used to discuss new developments in technology that may impact you or you can use to discuss how we may improve our service to you.  Consultancy time is per organization, not per computer.

Every agreement includes the installation of our support client.  This allows us quick and easy remote access, but also provides us with up to date information about the hardware and software in your computer and recent changes that may have occurred that may have created particular issues.  Our support client can also allow us to install recommended updates (without needing to visiting you or disturb your work).  Updates such as Java and Adobe Acrobat updates can be deployed in this way.  So you will never need be concerned again about which updates you should or shouldn't install.  You can safely ignore them knowing that within days of their release they with be remotely installed by us if they are applicable to you.


"How does it save me money?"

Our support agreements are provided at a set price per computer, per month.  With our standard and advanced agreements all remote support (to keep the computer maintained to the level at which it has been installed) is provided without charge and onsite support is also covered on our advanced agreement.  On a month by month basis you will find that in just calls alone to our helpdesk and consultation charges your costs are covered but our advanced agreement really comes in handy when a computer has a catastrophic failure that could end up in hours or even days of work.  You still only pay the set cost even if we need to spend vast amounts of time backing up your data, arranging a warranty repair and reinstalling Windows (which could all easily take more than a day).

Not only do you save on repair charges but your rates for installation and network cabling charges are also decreased.

Once software packages are created for use in our support client we will also install them on as many supported client computers as you require (provided you have the necessary licenses).

User account management is also completed without charge under the standard and advanced agreements (new users, user name changes, email account changes, password resets and leaving users are all inclusive).

If your computer is less than three years old you can also benefit from reduced rates (on a sliding scale) for the support agreement itself.  For example if your computer is less than a year old then you get 50% off the standard monthly charges.
 

"What are the prerequisites?"

  • Computer less than 5 years old
  • Support client
  • Computer meets minimum requirements for all installed applications
  • Support agreements are in place for all critical, third party (industry specific) applications
  • Updates are installed by WSUS and our support client
  • Client computer has passed health-check by APNET or was installed and configured by APNET
  • Setup of standing order to APNET for monthly recurring charges

"What does it cost?"

Any computers not yet health-checked or installed by us will need to be checked by us at a charge of £75 + VAT per computer (health-check is free of charge for customers signing up before the end of July)

  Advanced
(Recommended for most Small Businesses)		 Standard
(Recommended for most Small Businesses)		 Entry No Maintenance
(not recommended)
Monthly charges and discounts
Standard price per computer £24.95
per month		 £14.95
per month		 £3.95
per month		 N/A
Price per computer if less than one year old and supplied by APNET Standard less 50% Standard less 50% £3.95 N/A
Price per computer if less than two years old and supplied by APNET Standard less 25% Standard less 25% £3.95 N/A
Price per computer if less than three years old and supplied by APNET Standard less 10% Standard less 10% £3.95 N/A
Minimum contract period 12 months 12 months 12 months N/A
Description Includes support client (deployment of basic updates), free onsite and remote support** with reduced rates for installation and configuration work Includes support client (deployment of basic updates), free remote support** with reduced rates for installation and configuration Includes support client (deployment of basic updates) and reduced labour rates Standard rates for support and installation and configuration, no support client
[+]Repair Charges
[+]Installation charges
[+]User account management
[+]General Maintenance
[+]New hardware setup
[+]Network cabling
[+]Health-check

IT Support London

Computer Support London

IT Maintenance London

Computer maintenance London

*Onsite work is subject to parking and congestion charging expenses and may be subject to travel time if excessive.

All work is subject to a minimum 30 minute charge at each site (remote sessions and phone support is subject to a 15 minute minimum.  Work is charged in 15 minute slots.

**Technical Support is provided for the Operating System (i.e. Windows), Microsoft Office Applications (i.e. Word, Excel, Outlook, Powerpoint, Access and Publisher), basic applications (i.e. Adobe Reader, Java, Quicktime), peripheral software and drivers (e.g. printers and scanners), Internet Explorer, Avast! Antivirus, Docudesk PDF writer, DVD Decoder, CD Writing applications and network issues.  We can also liaise with third party application providers to provide support for third party applications but ultimately support for third party applications (such as accounts applications) needs to be provided by the third party software provider. 

Support for digital dictation (including Philips and Olympus software) can be provided by taking out and annual technical support contract with Mini Dicta Machines.  Please visit www.mini-dictamachines.co.uk for contact details.

Printer hardware and consumables are not supported by APNET.  We recommend that you contact Elite Solutions for printer repairs.

Other Support Contracts Services

Server Maintenance
Router Maintenance

 

APNET Ltd. Compass House, 36 East Street, Bromley, Kent BR1 1QU (Please make an appointment before visiting)
 t: 020 8315 5820 | e: info@apnet.co.uk

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All prices quoted exclude VAT