Over the last 8 years ICC have secured major hardware and software service contracts for various blue chip SME and FTSE 100 companies.
Our service contract client list increase's year on year, and to date we have never lost an agreement due to service failure,if the equipment under support is kept "live", 100% of our contracts are renewed year on year, a bold statement but true...
Solutions
The answer is not always simple or obvious when trying to solve complex IT issues. With one of our service contracts in place we will take total control of the problem whether it is operating system, hardware or application. We will give you a new perspective on fault diagnosis and resolution ensuring any business disruption is kept to a minimum.
When purchasing equipment, many organisations pay over the odds by as much as 40% for maintenance contracts. Manufacturers also tend to boost maintenance costs on older equipment which in turn can force a premature migration due to the total cost of ownership. Also many companies have invested hundreds of thousands on software applications that will only run on there legacy equipment, so moving towards a newer platform is not always cost effective or possible.
We believe that in today's multi-platform environments that you the customer should not always acquire vendor services just because of the perceived safety of the brand name, after all how can a manufacturer declare a product end-of-life when your organisation still runs and depends on it.
Our support plans vary based on the equipment, availability requirements and facility location. We offer plans to accommodate and suit any budget requirements. If you need technicians with government security clearances, we can provide those upon request.
Platinum Service
Our Most Comprehensive support package which offers a 2 Hour response time from the time of logging a call for onsite help from a trained service professional on a 7 x 24 x 365 basis, ensuring your mission-critical systems are kept up and running. This service level includes all parts.
Gold Service
4 Hour response time from the time of logging a call for onsite help from a trained service professional Monday-Friday between 8:00 a.m. and 5:30 p.m., excluding nationally recognised holidays. This service level includes all parts.
Silver Service
8 Hour response time from the time of logging a call for onsite help from a trained service professional Monday-Friday between the hours of 8:00am to 5:30pm, excluding nationally recognised holidays, this service level includes all parts. If needed this level can be upgraded to cover 365 days per year including bank holidays.
Bronze Service
If you have the technical expertise in house to handle maintenance issues, you can contract with us to supply parts and components only, this service is available 7 x 24 x 365 days per year, to discuss this option in more depth please contact one of our representatives.
Support Package Features
Platinum Service
Gold Service
Silver Service
Bronze Service
Onsite Technical Support
N/A
Onsite Response Time
2 Hours
4 Hours
8 Hours
N/A
Guaranteed Fix Times
Optional
Optional
N/A
Telephone Technical Support
Optional
Optional
On Site Spares
Optional
Post Incident Reports
Site Activity Logs
Optional
Onsite Account Reviews
Monthly
Quarterly
Annual
Annual
Coverage Hours
7 x 24 x 365
7 x 24 x 365
8am - 5pm
(mon-fri)
5 days or 365 days
7 x 24 x 365
Telephone Support Coverage
7 x 24 x 365
Optional
Optional
Optional
Advance Exchange
Optional
In the event that the above service levels do not match entirely with your requirements, we can produce tailor made contracts to suit your organisations requirements.
For example: We can also offer different service levels on each piece of equipment located at a particular site reflecting "mission critical" equipment, such as servers and networking products. Contracts can also be billed quarterly to help improve cash flow within your organisation.
Engineers
We invest heavily in our team of engineers to ensure that they are fully trained to the relevant manufacturers standards and all of our engineers are fully security vetted.
Parts
Any replacement parts that are used are guaranteed to be up to manufacturers' revision levels. No third party parts will ever be used to cut costs. We have made huge investments in spares held within strategically located depots across the country to offer national coverage, and with over 250,000 parts in stock at any one time our engineers arrive with the parts needed, they don't just to arrive to evaluate the problem then order parts needed to fix the fault. This ensures system-downtime is kept to a minimum.
When any Service contract commences, unlike other maintenance companies, we ensure that you are looked after from day one. Most other companies issue their SLA and then you hear nothing else until you have a problem.
At ICC we have decided this is not the way to "Support" companies however big or small, which is why we allocate a designated person to manage your account. This means that every quarter of the contract you will be contacted to discuss any questions that you may have concerning your I.T. infrastructure or any updates that may be relevant to your organisation. Once any contract is ready for renewal one of our engineers will attend your site to carry out a full audit of the equipment under contract and perform basic maintenance procedures on-site. In doing this any problems that occur in the future can normally be isolated before the incident, minimising any system downtime.
This is why we use the term "Service Contract", not "Maintenance Contract" again putting us one step ahead of the rest.
Software Support
As well as offering traditional support on all hardware and associated peripherals, we can also offer support on multi-hardware platforms. Our software support includes software licenses, updates, telephone support and associated media. Support can be covered under a traditional response contract, or to keep costs to a minimum we can offer your organisation our own Soft-Tel® support package.
The Soft-Tel® support package means that you can pay for your support in hourly increments. This can help depending on your own in-house expertise and also keeps costs to a minimum as you only pay for the time that we are on site, or the time one of our consultants is communicating with your organisation. This package is available 24 hours a day 365 days a year.
Quote
Simply either fill out the form on our contact page or call our sales department on +44 (0)1937 840420 for a free no obligation quote. We could save you thousands without cutting the level of service that you expect.
