Services
Traditionally, IT companies charge for the time spent working for their clients. This makes labour costs hard to estimate before work starts, and it rewards IT companies that work slowly rather than those that work efficiently.
The ICT Express SLA (Service Level Agreement) forms the backbone of the relationship between you, the client, and ICT Express. It is offered at two levels to match your service requirements and budget. Each level sets clear Service Level Targets (SLTs) and defines the work we will perform under the SLA at no extra charge.
With the Total Care plan, if our engineers take longer or you have more problems in a given month (problems covered under your SLA), there is no additional cost to you.
The ICT Express SLA is our commitment to work efficiently and to keep your network, and its security, performing at its peak.
It is about giving you the efficiency, protection and savings you deserve.
ICT Express Total Care Plan
Included in this plan is:
Monitoring Server – All the critical systems on the server are continuously monitored for performance, availability and capacity. This ensures that surprises and failures are minimised. We will know that systems are reaching capacity before they fail. Software updates are applied as required. Regular maintenance is performed.
Monitoring Workstations – Every PC in the business is monitored and regular maintenance is performed to keep them healthy. PC patching is performed as required.
Monitoring Other – Other devices like routers, firewalls and switches are also monitored for availability and performance. This provides alert information where potential issue may have arisen.
System Generated Support – Issues that are identified from the monitoring that fit within the SLT are automatically attended to. You will receive a monthly report that informs you of these tasks. Tasks that are outside the SLT will be consulted first.
Support User
Issues raised by staff that are within the SLT are dealt with in line with the agreed timeframes. There are no additional charges for support. This is an approach that focuses on tasks and outcomes for you – not the time taken to perform work. The more efficiently we work, the better the outcome for both of us.
Regular Reviews – Quarterly discussion with the business to address any issues that may require additional attention, to discuss new technologies or newly discover processes.
Regular Reporting – Regular report to keep you informed on the activity within your business.
Asset Tracking – We are able to provide you with a simpler way to dynamically keep track of your IT assets.
Fixed IT Cost – Budgeting for your IT will be simpler as you will know the costs up front. (for items within the SLT)
SLT – Service level targets that you can decide on prior to any work being performed. This sets a clear expectation for you. We will always work to be within the targets.
Discounted Rates – For support that falls outside the SLT, your hourly rate charges are discounted.
Cyber Security Monitoring – Your systems, devices and user accounts are monitored for threats and suspicious activity. Security issues within the SLT are attended to promptly at no additional cost.
Security Management – Security updates, anti-virus protection, firewall settings and user access are managed and kept up to date.
Staff Cyber Awareness Training – Regular training helps your team recognise phishing emails, scams and unsafe practices, because your people are your first line of defence.
ICT Monitored Site
Included in this plan is:
Monitoring Server – All the critical systems on the server are continuously monitored for performance, availability and capacity. This ensures that surprises and failures are minimised. We will know that systems are reaching capacity before they fail. Software updates are applied as required. Regular maintenance is performed.
Monitoring Workstations – Every PC in the business is monitored and regular maintenance is performed to keep them healthy. PC patching is performed as required.
Monitoring Other – Other devices like routers, firewalls and switches are also monitored for availability and performance. This provides alert information where potential issue may have arisen.
System Generated Support – A report will be provided to you of items that require attention. You will be charged on a time basis for work that is performed.
Support User
Issues raised by staff are dealt with in line with the agreed timeframes. Standard time based charging will apply. We will always endeavour to complete the tasks as efficiently and in as timely a manner as possible.
Regular Reviews – Quarterly discussion with the business to address any issues that may require additional attention, to discuss new technologies or newly discover processes.
Regular Reporting – Regular report to keep you informed on the activity within your business.
Asset Tracking – We are able to provide you with a simpler way to dynamically keep track of your IT assets.
SLT – Service level targets that you can decide on prior to any work being performed. This sets a clear expectation for you. We will always work to be within the targets.
Cyber Security Monitoring – Your systems, devices and user accounts are monitored for threats and suspicious activity. A report will be provided of items that require attention, and work is charged on a time basis.