Telephone Support
EPS telephone support, offers a first point of call for all hardware and software related problems. This level of service is provided at no extra cost with a vast majority of the products we supply. Call-out to site is chargeable, together with spare parts. Non-Contract/Adhoc site visit will normally be responded to within 8 working hours.

Level 5 Maintenance Agreement
This level of support is designed for mission critical IT equipment, where only the absolute minimum downtime can be afforded. Guaranteed to be on-site within 4 working hours, this contract includes all spare parts and labour. Should a more detailed analysis be required a loan unit of at least the equivalent specification will be installed the next working day. This agreement also includes telephone support as above.

Level 4 Maintenance Agreement
This level of support is designed for sites where downtime for a few hours is acceptable but where any greater delay, whilst awaiting spare parts for example, would cause the business to suffer. Therefore after responding to the fault within 8 working hours, should a first time fix not be possible a guaranteed unit of at least the equivalent specification will be installed to next working day. As with all agreements this agreement includes all spare parts and labour together with telephone support.

Level 3 Maintenance Agreement
Designed to offer a level of service that covers all spare parts and labour within one annual agreement. Whilst providing a guaranteed response of 48 hours, if a workshop repair or delay for spares availability occurs we will best endeavour to offer an acceptable loan unit as soon as possible. This agreement also includes telephone support as above.

Network Management System Support
As your client demands increase, it is imperative that you are getting the most from your Macintosh equipment. A network management agreement allows you to concentrate on your clients work, whilst we provide all the benefits of your very own network manager. Our system support specialist visit's your site once a month or once a quarter to liase with your production team. With a true understanding of what you wish to achieve and with our technical knowledge, our system specialist will examine each workstation, ensuring that all system software, applications, fonts and utilities are installed correctly. We also check that a proper and correct back-up and archiving system is in place and that the network throughout is running at it's optimum. After every site visit, a full written report is submitted detailing the days events together with recommendations for future upgrades and improvements.

Ad-Hoc Onsite Call-Out
If not covered by maintenance agreement, we are able to offer on-site support on an adhoc basis. Call-out to site is charged at 70.00 and 50.00 per hour or part hour.

 

Summary of Service Maintenance options:

Maintenance Agreements:          
 
Level 1
Level 2
Level 3
Level 4
Level 5
Telephone Support
Diagnostic CD
Internet support
Onsite configuration/installation
••
Parts and labour cover
4 hour response
8 hour response
••
Onsite within 48 hours
••
••
Next day gauranteed replacement
•••
(•)
••
Adhoc onsite call out
Available
Available
n/a
n/a
n/a
Preventative Maintenance
Available
Available
Included
Included
Available
(•) best endeavor to offer an acceptable loan unit as soon as possible