On-Site support means that if we cannot affect a repair remotely through the teleCARE service, one of our engineers will attend your premises within a fixed Response Time.
The Response time for your equipment is chosen by you at the quotation stage, and is the guaranteed maximum time you can expect to wait for an engineer to arrive should the teleCARE service need augmenting.
Response times are quoted in working hours, so if you had chosen an 8 Hour Response and logged a call at 13.00 on Monday, you are guaranteed to have an engineer with you by 12.59 on Tuesday.
All of our engineers have been trained in-house, and have had to undergo a minimum of 12 months technical training in a workshop environment, and have had to prove their capability, before they are allowed on-site at a client. This ensures that you will be looked after by a competent and knowledgeable engineer.
Putting it together
The big bonus with the On-Site Service module is that if you have selected additional Support Modules, then these are automatically, and at no further cost, uplifted to an On-Site regime.
An example of this is the Integra module. If you take the On-Site module, then should you have a network issue that is the responsibility of (say) your internal IT Team, because Integra covers network issues, then not only will you benefit from additional Technical support on the issue; but if required we will come out on site to deal with it for you.
If, for example, you have taken the Loan Stock support module, we will bring the loan stock to site, rather than you have to collect it from us. If you need a data transfer, we will also do this on-site at the point of delivery of any Loan Stock. The same application of On-Site service goes for the Parts support module, again where practical we will fit parts on-site, when you take the On-Site support module.
Loan Stock Key Fact:
If you take Loan Stock as an optional module we can guarantee a fix time. In the support industry this is known as a “Service Level Agreement” or SLA.
When you buy the On-Site and Loan Service modules together for the same item of equipment, we will guarantee an SLA equivalent to twice the On-Site Response time.
That is, for a 4-Hour On-Site Response, the SLA will be 8 Hours. Which means the maximum amount of time we guarantee that the equipment will be faulty for, or replaced by, will be 8-Hours. This is sometimes referred to as a “4 plus 4” service (written “4+4”). Equally a contract with an 8-Hr On-Site module with loan module will carry a 16 Hour SLA, and so on.
The reality is that when the teleCARE diagnosis points to the need for pre-emptive Loan Stock, then for a 4+4 contract, the actual repair time will be closer to 3+0. That is 2 Hours to get to you, plus 1 to install the loan, and transfer the data.
Flexibility & Focus
The provision of Mobile engineers is by far the most expensive module you can select. The cost of the On-Site option is a factor of the Response Time, distance to site and the resources we have to commit to ensure that the Response time is met.
For that reason, the On-Site Module is flexible in that highly critical Hardware can be placed on a short response time (down to 2 Hours if necessary) whereas less critical desktop systems can be placed on a lower response time.
This gives you the option to pick and choose the most cost-effective and expedient response times to ensure the minimum disruption to the running of your business.
If you need response times lower than 4-Hours, we will (with your approval) carry out a risk-analysis on the equipment, as we have often found that redundant, or fail-over systems can provide better cover and be more cost-effective.
Support Modules
Every customers’ needs are different, so for this reason we provide a number of “Support Modules” from which you can assemble a personalised “Support Package” that best suits your requirements and budget.
The Modules can also be varied between different Users or Equipment.
The Modules available are:
teleCARE
On-Site Service
Parts Cover
Loan Stock
Integra
Creative Apps Support
Infrastructure Support
You can take as many or as few as your business needs dictate, balanced against the risks you face.
Within reason that can also be varied throughout the life of your contract to reflect the dynamics of your business.
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