Even though the Basic Plan is an introductory level plan, it still includes quite a lot of services. It allows us to keep a close eye on all the vital elements of your system and give you peace of mind. We monitor all your PCs and servers 24 hours a day, 7 days a week. If any problem should arise, we contact you. We will inform you of the nature of the problem in plain English and what it will take to get it fixed. With that information, you will be able to make an educated decision about what happens next.

The Basic Plan includes the following:

• Server and backup monitoring
• PC monitoring
• Windows critical and security updates
• Anti-virus updates
• 1 hour response SLA Response
• Limited remote support
• Access to the Service Desk website
• Weekly health check report
• Discounted hourly rate for benchwork
• Purchasing advice and project quotations
• Maintenance night

Our monitoring systems allow us to anticipate problems on your server, PCs or with your backups and resolve them before they affect you. All servers and workstations included in the plan are checked to make sure that critical and security updates for Windows are running. We also make sure that anti-virus software updates are running on all your machines.

Our management system allows us to schedule maintenance tasks to run outside business hours. This means system maintenance work that previously would have disrupted your staff’s working day can now be scheduled to happen when your offices are closed.

For an additional fee you get access to our Service Desk between the hours of 8am to 6pm, Monday to Friday. So you only pay for our technician’s time when you need it. Our Microsoft accredited technicians can resolve your problem over the phone or can connect remotely to you wherever you are. All plans include access to our Service Desk Website. This allows you to check the status of any tickets you have raised with us and information relating to your support plan.

Our guaranteed 1 hour response applies to all our clients. Our first priority is to ensure that you are able to speak directly to a technician. In the event that one is not immediately available our system registers the time of your call, voice mail or email. At that point the clock starts ticking and everyone here is targeted to ensure that a technician gets back to you within an hour. We keep you up to date with a weekly report on the status of your system.

If a problem cannot be resolved remotely it is often more cost-effective for us to work on equipment in our offices. So we make it cheaper for you by providing a discounted rate for bench-work.