At Premier Choice Internet we offer a selection of IT support packages allowing you to choose the right level of support for your business. All our packages include a dedicated account manager and unlimited telephone and email support to ensure that you can can feel safe in the knowledge your IT is looked after. 

 

Our IT Support Packages

Bronze

Break/Fix Package

 

Break/Fix Package

Silver

MANAGED PACKAGE

 

MANAGED PACKAGE

Gold

ENTERPRISE PACKAGE

 

ENTERPRISE PACKAGE

Platinum

ENTERPRISE+ PACKAGE

 

ENTERPRISE+ PACKAGE

   

Dedicated Account Manager

Unlimited Telephone Support

Unlimited E-mail Support

Discounted On-Site Support

   

   

30%

   

   

Dedicated Account Manager

Unlimited Telephone Support

Unlimited E-mail Support

Discounted On-Site Support

Pro-Active Monitoring

Facilities Management

Update Management

Third Party Vendor Support

Desktop Virus Removal

   

   

40%

   

   

Dedicated Account Manager

Unlimited Telephone Support

Unlimited E-mail Support

Discounted On-Site Support

Pro-Active Monitoring

Facilities Management

Update Management

Third Party Vendor Support

Desktop Virus Removal

Unlimited On-Site Support

Disaster Recover Simulation

   

   

100%

   

   

Dedicated Account Manager

Unlimited Telephone Support

Unlimited E-mail Support

Discounted On-Site Support

Pro-Active Monitoring

Facilities Management

Update Management

Third Party Vendor Support

Desktop Virus Removal

Unlimited On-Site Support

Disaster Recover Simulation

New Workstation Installation

Advanced Security Bundle

   

   

100%

   


 

STANDARD SERVICE LEVEL AGREEMENT

 

MONDAY TO FRIDAY 8:30AM TO 5:30PM

All calls will be responded to immediately and first line diagnostics will attempt to resolve at the time of the call. Out of hours IT support is available as an ad-hoc or unlimited-use service contact a member of the team for more details. On-site Service Level Agreements are from the time at which our engineers have completed the necessary telephone and remote support and our team confirm that the only suitable course of action is that an engineer is required on-site.

 


Fatal Severity Level SLA

Complete degradation – all users and critical functions are affected. Item or service are completely unavailable.

 

Response Time

Tel: Immediate

Email: N/A

Ticket: N/A

On-Site: 2 hours

Out of Hours

Tel: 1 hour

Email: N/A

Ticket: N/A


 

Severe Severity Level SLA

Significant degradation – large number of users or critical functions affected.

 

 

Response Time

Tel: Immediate

Email: N/A

Ticket: N/A

On-Site: 4 hours

Out of Hours

Tel: 1 hour

Email: N/A

Ticket: N/A


 

Medium Severity Level SLA

Limited degradation – limited number of users or functions affected. Business processes can continue.

 

 

Response Time

Tel: 1 hour

Email: 2 hours

Ticket: 2 hours

On-Site: 8 hours

Out of Hours

Tel: 2 hours

Email: N/A

Ticket: N/A


 

Minor Severity Level SLA

Small degradation – few users or one user affected. Business processes can continue.

 

 

Response Time

Tel: 2 hours

Email: 4 hours

Ticket: 4 hours

On-Site: 12 hours

Out of Hours

Tel: 4 hours

Email: N/A

Ticket: N/A


 

 

Our support packages include dedicated account management, IT consultancy, facilities management, unlimited telephone/remote IT support, on-site support and pro-active network management. Cover is comprehensive and applies to each user; regardless of the number of devices that user has or type of fault. This includes hardware, software, servers, network infrastructure, desktops, laptops, mobile devices, printers and peripheral devices.

In the event of an issue or problem, the client will email or phone the dedicated support line to speak with an engineer to resolve the query. There will be no charges for support calls made to us or the time that is spent resolving support based queries. This is covered in the monthly subscription. If the problem is unable to be resolved the remotely, an engineer will be dispatched to site to resolve the problem.

If you would like to find out more about the IT Support Packages for your company, complete the form below and a member of the team will be in contact.