HBP Systems Ltd Computer Networking Solutions Hardware Support Contract

Hardware Support Contract

IT equipment may be relatively low cost today, but it's not always the initial cost of the hardware that's the main expense, it is the hidden costs such as the configuration and set-up of the new equipment to run on your system as the previous equipment did.

With the emergence of new technologies things are getting more and more complex and moving at a faster pace so it pays to have someone who is fully trained and conversant with this to get you back up and running in the shortest amount of time.

Our Comprehensive Maintenance and Support Contract covers all aspects of your Network:

• Workstation Maintenance
  8 Hour Response Time. All standard hardware components of the workstation including the keyboard, monitor, mouse and operating system and any standard software installed e.g. Microsoft Office.
• Server Hardware Maintenance
  4 Hour Response Time. Covers the Operating System installed on your Server e.g. Small Business Server 2003.
• Back-up Device Maintenance
  The Servers external back-up device including the software.
• Network Infrastructure
  All physical cabling, also including switches, hubs, print servers, UPS, routers and other network peripherals.
• Internet and Email Support
  Any related products such as Outlook, and mail server software such as Exchange.
• Printer Maintenance
  All types of printer from DeskJets to laser printers, excluding any consumables such as print cartridges.

Remote Monitoring and Assistance allows us to monitor your network and detect any possible failures. Remote IT management gives you the benefit of a full time expert support team available to give advice, troubleshoot, remedy problems and minimise downtime. Through this service, we can provide your users with access to unlimited telephone support, perform full user and system administration and supply you with asset management information.

In addition to our first class support contracts, we also offer a free Consultancy Service for Hardware, Internet and Anti-Virus services.

Our hardware maintenance contract offers the highest quality maintenance service and includes the following:

• All parts and labour.
• All call-outs - Guaranteed Response Time.
• Preventative maintenance calls.
• Loan equipment provided (if necessary).
• Parts and consumable supply service.

To discuss your Hardware Support needs, please call 01724 400304 and ask for Hardware Support.

Existing Hardware Support Customers

Please have the following information to hand when calling:

• Contact Name.
• Make and Model of the faulty hardware (eg Compaq PC).
• HBP Serial Number (found in the HBP ID label).
• Nature of the fault or problem.

All hardware requests for installation, repair or service are logged by the Commercial department into a computerised Work Control System. Whilst we cannot prevent the failure of equipment, we do provide a level of on-site maintenance support, which will minimise any downtime and therefore prevent a major impact on your business. Using fully trained and experienced Computer Engineers, we will endeavour to respond within 8 hours. This could be a telephone call, site visit or loan equipment depending on the nature of the fault.

Logged Hardware Support calls are dealt with on 'first come first out' basis, with the exception of 'system critical' calls. These are calls where the customer has a major system failure and will gain priority over customers with a minor problem.

Escalation Procedures. All outstanding calls over 4 hours are the responsibility of the Technical Services Manager. He will liaise (where necessary) directly with the Commercial Director, the manufacturer and the customer. All outstanding calls over 8 hours are the responsibility of the Commercial Director. The Technical Services Manager produces a monthly report for the directors of all these calls.

These procedures have been put in place by HBP to ensure that those needing priority assistance are dealt with as quickly and efficiently as possible. Should you ever have a major system failure we hope you will appreciate the need for this priority service facility.

»Enquire about Hardware Support today on 01724 400300 or fill out an enquiry form by Clicking Here.