In addition to the above routes, contract clients may call their designated account manager should they require instant contact.

Contract client tasks are prioritised above calls from non-contract clients.

Preventative maintenance contracts

We offer preventative maintenance contracts for servers, critical infrastructure and even workstations should the client require it.

These take the form of pre-allocated time for senior Engineers to check over specific systems - inside and outside of working hours - and ensure everything is running as it should be. Any issues detected will be resolved if possible within the time allocated, otherwise support tasks will be created to resolve the issue. We also check for and install updates as required, generally outside our client's working hours.

Additionally any systems covered by a PM contract will be added to our enterprise-class monitoring solution, which will monitor not only that your systems are running, but also that specific services are running on the system, and that various pre-determined conditions are within specific parameters.

Should any failures be detected our support team are alerted (via the monitoring GUI but also via instant messenger, email and SMS) and the issue is immediately investigated.

Over time, should we identify specific issues with or quirks of your systems, monitoring checks will be developed to watch out for these conditions and alert our support team should they occur.

We believe preventative maintenance to be an essential element in keeping your systems running smoothly, and for that reason a preventative maintenance contract is a pre-requisite for any customer requiring a network support contract.