B-Serv Block Support Services

What is it?

A retainer at a set price or "block hours" that give you full access to our IT support.  In return we guarantee we will respond within 1 hour of your call.  Like pre-purchasing a book of tickets, you pre-pay for block hours just in case you need help.  Unlike an insurance policy, you are getting back your investment every time we help you.  For a fraction of the cost of a full-time employee, you have access to the entire engineering team.

Who is it recommended for?

• Organisations with limited IT resources/occasional need for IT assistance
• Low IT budgets or tight cash flows

What does it cover?

• Phone support & onsite engineer
• Any network problem, change, vendor, product
• Optional software patching
• System administration tasks

What are the benefits?

• Block hours never expire so even if you don't use them immediately, you will eventually
• The comfort of having a guaranteed 1 hour response time
• Monthly usage reports provided for easy auditing
• A flat hourly rate is charged with no differentiation between senior or junior resources, between troubleshooting and configuration changes or between phone or onsite support
• No extra charges for travel time
• Extended hours of coverage outside of normal business day
• Remote monitoring alerts you of potential problems and operates around the clock

How do I engage support?

Our helpdesk will work to solve your problem rapidly.  If the helpdesk can't solve your problem remotely, in a rapid timeframe we then despatch a field engineer to arrive on-site.  Every case you raise is logged in our CRM against your account so we can track trends of problems.  This process also generates an email so you know when a case has been opened, closed or updated.  You can view the status of your cases online via a username and password at the self-service portal.