This example of a flexible agreement would be applied to new business where a charge on a flat rate tier equal to only £100.00 per user or machine over 4 weeks is applied. This would be negotiated depending on the number of users / machines requiring support and would give you a dedicated engineer on site for one morning or one afternoon a week who will address as many calls as possible in that 4 hour time period.

This will include investigations into problems with day to day desktop support services and infrastructure support of managed services, on-going documentation work and basic monitoring of storage system health or on-going managed service configurations if required.

The agreed time slot – ‘Engineer On-Site Time’, will be subject to the availability of the required resource and is flexible upon adequate notification between the service provider and customer.

In the case of urgent calls where you may not want to wait until your agreed ‘Engineer On-site time’ then these will be addressed more immediately based on the current Non-Permanent Ad Hoc charging scheme.

All work will be billed at the end of the month unless you require only Non-Permanent Ad Hoc services, in which case you will be billed the day after work has been completed.

As an example, a customer has 3 users on-site and requires a site visit every Thursday afternoon. The customer still requires Non-Permanent Ad Hoc support outside these times and for the duration of the month has not had to request any urgent calls.

The flat rate cost will be £325 billed at the end of the month. No advanced fees or deposits are requested. No ‘attend to site’ fee or continuous hourly rate as this is all included.

If the Customer had to raise a call outside the agreed ‘Engineer On-Site Time’ then Ad-Hoc fees would apply.

Not Included In This Agreement: