Home / Support & AMC
Most IT support is a phone number and a hope. An annual maintenance contract with us specifies what's covered, how fast we respond, and who you're actually calling.
Calling someone only when a machine dies feels cheaper. It usually isn't.
Written into your contract by priority level, not promised verbally and forgotten.
The same people, who know your network, your software and your quirks.
Scheduled work to catch problems before they stop someone working.
One figure you can plan around, instead of surprise invoices.
Which one fits depends on how many machines you run and how much downtime actually costs you. We'll tell you honestly if a lower tier is enough.
For small teams with straightforward setups, where a day's delay on a non-critical fault is tolerable.
For businesses where a machine being down for a day means someone can't do their job.
For operations where downtime stops production or affects patients, clients or deliveries.
Pricing depends on the number of assets, number of sites and coverage level. We quote after an audit — never from a price list, because a price list would be a guess.
We assign priority on business impact, not on how the request was worded. If you disagree with a priority, say so and we'll review it.
| Priority | What it means | Response | Target resolution |
|---|---|---|---|
| P1 — Critical | Business stopped. Server or network down, or a system essential to operations unusable for multiple people. | 4 business hours | Same business day where within our control |
| P2 — High | Significant impairment. A department blocked, or one person unable to work at all. | 8 business hours | Next business day |
| P3 — Normal | Degraded but workable. Intermittent faults, slow performance, non-blocking errors. | 2 business days | 5 business days |
| P4 — Low | Requests and questions. New installations, configuration changes, advice. | 3 business days | By arrangement |
A response means a named engineer has picked up your issue, understood it and told you what happens next — not an automated acknowledgement. Full definitions, exclusions and escalation path are in the Service Level Agreement.
No ticket form to fight with. Message us however is quickest, quote your AMC reference, and the clock starts.
These four things shorten diagnosis more than anything else:
Support hours are Monday to Saturday, 9:30am to 6:30pm. Issues raised outside those hours are logged on receipt and the response clock starts the next business morning, unless you hold extended cover.
Every covered machine listed with its specification, serial number, purchase date and warranty expiry. Yours to keep, handed over on request.
Patching, endpoint protection and user access control maintained as part of the contract, not quoted as an extra.
We watch whether your backups actually ran, and tell you when one fails. Silent backup failure is the most common serious problem we find.
Which machines are near end of life and roughly when to budget for them — so refreshes stop arriving as emergencies.
Engineers who know your setup, so you're not explaining your network from scratch every time something breaks.
Network layout, credentials and configuration recorded and handed to you. If you ever leave us, you leave with everything.
Better you read this now than discover it during an incident. The full list is in the SLA.
Work outside scope is quoted and approved by you before we start. You will never receive an invoice for work you didn't agree to.
Taking on a new site means taking on whatever the last vendor left behind. We start by finding out exactly what that is.
We walk your machines, network, licences and backups, and give you a written summary of what we find — whether or not you sign anything.
Every machine catalogued with specification, serial, age and warranty status. This becomes the scope of your contract.
Based on what we found and what downtime costs you. If Essential is enough, we'll say so rather than sell you Comprehensive.
Scope, response targets, inclusions and annual cost in writing. Nothing verbal.
The first few weeks usually involve clearing a backlog of neglected issues. We plan for that rather than pretending it isn't there.
Preventive visits on schedule, monthly reporting, and a periodic review so the roadmap stays ahead of the failures.
Usually yes. We audit the existing fleet first and tell you honestly which machines are worth covering and which are near the end of their useful life.
Often that's the best arrangement. They handle daily operations, we handle specialist builds, infrastructure and escalations.
Contracts are quoted per site, with a consolidated invoice. Response times can differ by site depending on travel and criticality.
Yes, on 30 days' written notice, with unused whole months refunded on the terms in our refund policy.
Extended and out-of-hours cover is available as a contracted add-on. Standard cover is Monday to Saturday, 9:30am to 6:30pm.
Service credits apply against your monthly AMC value where the cause was within our control. The mechanism is set out in your contract and the SLA.
No obligation and no pitch at the end. Worst case you get a written picture of your own infrastructure — machines, warranties, backups and risks — that you didn't have before.