SLA Agreements
Support Agreements
We run a standard of three types of support contract with varying levels of support, the levels are; Ultimate Package Premier Package Essentials Package These different types of levels have been designed to suit all companies’ requirements and budgetary needs. Each service agreement caters for the small, medium and large corporate companies. Please see below in brief the differences between each agreement. Essentials Package IT Department Service This will enable all your staff unlimited access to the remote helpdesk support. Using our secure 256-bit encrypted HTTP software to remotely take over your machine and solve any issues which have arisen within seconds. If for any reason we are unable to apply a fix to the problem then a site visit may be required. Days on Site Site days can be arranged at anytime under the agreement but they are chargeable as they are not included in the package you may wish to add a block of days to the package which will be cheaper than purchasing one. “Please call for prices” Days can be used when needed and can be carried over into the new contractual year until used. If all the days you purchased are used before the end of the 12 month term you may purchase further days if and when you need them at a discounted rate. “This package has been designed to give you the just the technical support for your staff and network; you may add other services we offer to the essentials package if need be”
Premier Package Remote Helpdesk System We use our secure HTTP helpdesk system to connect to a PC/Laptop, Mac or Server. How this service would work for your company is, when an IT support call would be logged by phone, email or our customised online login system. Your call will be logged and the technician will request that you connect to our helpdesk via our webpage. Our technician will see you’re connected and will request the connection to your PC/Server. Our helpdesk software requires the user’s permission to access their PC therefore resolving any issue regarding security for you company. “This system offers immediate response to your issue therefore reducing any additional cost and time lost due to a site visit” Network Infrastructure Health Check Every Morning Using the Active8s Angel we will give you full network systems health check every morning before you and your staff start work making sure your It is in tip top order for the working day. “We produce monthly reports which discuss IT Support calls logged over the month and any issues regarding your network which have either been resolved or scheduled for works” Ultimate Package Experience the freedom Active8s can offer your business with the ultimate solution from our SLA selection, with this solution you have everything you need to not only support your business but to help expand and grow. We have many customers who prefer this solution due to the value for money and the peace of mind it provides the business. Why not take up the monthly payment plan to spread the payments over the 12 month term. The Active8s Angel You will get the full Active8s Angel package from the every morning health check service to network infrastructure monitoring system. Using the Angel gives you and your staff complete peace of mind, The Active8s team will know about IT problems within your business and have a technical expert working on them before you and your staff know anything about it. “We will give you a customer portal to view all your system stats and all calls that have been logged”
IT Department & IT Director You will be given your own IT Department and IT Director to deal with any issues or projects you may have. You and your staff will have direct access to the technical experts using the internet call login system, support email address and the direct 0845 support number. Your IT Director will visit you and your business once a month to make sure everything is running as it should be and answer any questions you may have. On Site technical help With the ultimate package you will be entitled to onsite technical support, there will be times where the remote helpdesk technical experts will not be able to fix your It issues using the remote helpdesk system, for example hardware faults, new installations and system upgrades. We also have clients that like to have someone onsite one day a week for just to see someone that they can speak to about various IT subjects, this is also good for communication purposes and to get to know your business and your staff and the way you operate. We really don’t you to feel you IT Support Company is a million miles away. The ultimate package gives you that choice of freedom rather than having to book days and pay for them separately. You need someone onsite? not a problem, in fact using the Active8s Angel we may be calling you for a site visit to check over the systems a fix any small problems that the Angel has notified us about. “This system offers immediate response to your issue therefore reducing any additional cost and time lost due to a site visit” “We produce monthly reports which discuss IT Support calls logged over the month and any issues regarding your network which have either been resolved or scheduled for works” For clients that want the ultimate in IT support there really is only one choice to make ‘The Active8s Ultimate Package’ for complete peace of mind. “All packages are set to a standard which you can add to or take off different services to suit you business and IT budget needs, you can even select a monthly payment plan to spread the cost over the 12 month term”
Bolt on services
With all our packages you can add Active8s services to build up your package or mix and match to suit your business and budget needs. Bolt on services include; Active8s Archive Active8s Archive is our secure online back system to protect your precious data, It’s a small thin client that will sit on your servers and run to a schedule of your choice. You data will be encrypted the moment it leaves the server to make sure everything is kept very secure and safe. Your data will be backed up to our data centre which will be replicated to three other data centres around the country for full DR. You will have direct access to your data when you need it with a simple login system to carry out restores and check the backup.. “From a major disaster we can have your company back up and running within a day depending on data size” The Active8s Angel Always a favourite with our clients, the Active8s Angel will sit on the shoulder of your entire network infrastructure watching over your systems making sure everything runs smoothly. Our little Angel will run a check every 5 to 15 minutes, checking everything from, event logs, vital components, utilization, disk space, raid systems, remote office connections, traffic problems and much more and our little Angel will never get sick will never have a lunch break and will never request holiday leave, it will keep watch over your IT 24/7 365 without fuss. The Angel will alert Active8s technical experts via email and SMS the moment it detects the smallest of problems, the Active8s technical expert will working on that small problem before you and your staff are aware anything is going on. This little Angel maximises your system uptime to 98% and we say 98% because we can’t rule out power cuts although we will know about it and will contact you to make sure everything is ok. Click to read more “All this for less than the price of a cup of coffee does your IT Support Company give you that in fact do you know of an IT support company offering that?” I.T Security System The Active8s Security box will protect your IT infrastructure with a real time firewall and worm intrusion system that is automatically updated every 2 minutes passively. This security box is fully managed by Active8s technical team from a central point, we don’t have to be onsite to update or make changes, no more worrying about security, firmware updates and much more, it even comes with a built virus protection system for added security.
Web Guardian As an add on to the security box, you can have Web Guardian which is a web content filtering system and is fully customisable and produces real time stats which you can view and download to see where your staff visit throughout the working day. Or there maybe non-related sites you want blocked that you don’t want staff viewing during working hours. VPN Remote Access The Security box also gives you the ability to VPN in to your business using IPSEC or PPTP; this takes yet another load off from the servers. E-Mail Sanitisation Imagine no more spam and no more viruses hitting your corporate email system or your staffs email client. With Mail Guardian you can have that peace of mind, every email that is sent from your business or to your business it will hit the Active8s Email checking system first, there it will be scanned and virus check by two different virus checking systems before being sent to it’s destination, this is all done within a split second so no delays. The spam and virus system is updated every minute so you don’t have to worry, you will also be given white and black lists so we can allow certain emails through and block others, the system can be fully customised to suit your business, we can even put your company policy in so every email that is sent out will have a disclaimer at the bottom. This is one of the most secure email protection systems on the market today and one of the cheapest, you will be shocked just how much this is, call us today to for a quote 0845 2587100. VOIP System The Active8s voice over IP telephony system is a fully manage service that will give you everything you will find in your normal PST system and free 0845 numbers. All you need to get going on this fantastic system is; IP Phone either from us or purchase your own Broadband connection That’s it we can do the rest for you, you will have web client so you can login to your IP phone system from any computer and use the system as if you were in the office. Benefits of Broadband Telephony Avoid the cost of fixed line calls Low cost telephone and mobile calls Free ‘on net’ calls Location independence Log in to multiple phones Multiple telephone numbers on one account Use existing BT numbers Works over almost any internet connection “Why not call us for a quote today and start saving money on your telephone system 0845 258 7100”
Telephone: 0845 2587100 | Email: info@active8s.com | Web: www.Active8s.com