This level of support is used during the initial set-up to provide cover before moving onto a more appropriate contract. It can also be used for very small clients where there may already be a certain level of IT support in place and so only a few calls are expected. Based on this expectation the service level agreement is a best efforts response in favour of clients on a permanent contract.

Non-Permanent Ad Hoc Agreement charges are based work to be carried out between the hours of 9am and 5pm and this work includes day to day desktop resolutions and does not include any day to day infrastructure support of managed services, project work, on-going documentation, basic monitoring of storage system health or on-going managed service configuration whether in the cloud, hosted in a co-location or on site.

On raising a call with us a notification by e-mail will be issued to the address we have on our records. This notification will be in the form of an invoice detailing any information regarding the call and an initial call out cost.

Calls can be raised outside the period covered by the Non-Permanent Agreement, however responses and work will only be initiated between the hours indicated above unless agreed in writing prior to the onset of any work being carried out.

We will follow up and progress the call on the basis that by raising the call with us you have approved the work and are in agreement to accept costs for us to supply services in providing you with the required support.

On completion of the work you will be re-invoiced with a statement of work carried out together with a total for work completed and to be paid subject to our normal terms indicated on the invoice.

AD-Hoc Agreement Charges:

Raising a call for remote work: £25.00 (includes first 30 minutes)
Raising a call for an 'attend to site': £50.00 (includes first 30 minutes on-site)
Hourly rate £20.00 (first 30 minutes and rounded up to the next complete half an hour)

Consultancy work in all instances is charged at £50.00 per hour and charges are applied in 30 minute segments rounded up to the next complete half an hour.