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| United Kingdom |
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| European Union |
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| Worldwide |
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| Instant and Telephone Support are very powerful tools in
resolving issues but they can be time consuming as the technical agent
is remote to the problem and can only resolve it through instructions
given to the client. |
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| Remote Support to the workstation user brings swift and
comprehensive problem resolution at the touch of a button. In order to
better show the benefits of remote support, over telephone support, we
have analysed a real telephone support call : |
| Step |
Actions |
Minutes |
Seconds |
| 1 |
Call Preamble (Getting name, account number, checking
account, getting account details) |
1 |
33 |
| 2 |
Issue Description (Getting a description of the issue and
understanding it) |
3 |
44 |
| 3 |
First Set of Instructions (Diagnostic Instructions to
confirm Part 2 and establish route to resolution) |
4 |
04 |
| 4 |
Instructions to resolve Issue |
11 |
26 |
| 5 |
Verification of resolution |
1 |
50 |
| Total Time for Support Call |
22 |
37 |
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| Remote Support is different, because we can take complete control of
the computer and resolve the issues remotely without any interaction
from the client. This means that Step 2 and 3 above are obsolete, and
that step 4 and 5 are greatly reduced as our technician does not need to
interface through the client. In talking to the technician who took the
above call, he would expect to spend no more than 5 minutes connected
via remote support in order to resolve and verify the issue above. This
represents a significant saving in not only support charges, but also in
the time lost by the client whilst trying to resolve the issue. |
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| Remote Support also offers a far quicker route to preventative and
proactive maintenance on servers. We can regularly connect remotely to
your servers and check event logs, clear caches, defragment disks,
install service packs and fixes, and verify configurations.
Infrastructure support allows us to monitor and maintain your core
networking technologies remotely and provides a more comprehensive
business cover as we can identify problems before they become critical,
and schedule on-site support before you even make the call.
Remote Configuration Support provides you with virtually instant
re-configuration of your servers, infrastructure and telephone systems
remotely. We can administer your network security, user security,
backup's and warehousing, voicemail, telephone systems, and almost any
administrable network infrastructure. |
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| GEN Remote Support is priced on a time taken basis, as
with most support options. Volume, Multiple Service Options and
contractual support will attract discounts against the pricing below.
Pricing for Server and Infrastructure Remote Support are dependent on
Hardware, Software, Access Method and Service Level Agreement and will
be quoted on a per server or per site basis.
| Prices are invoiced in Sterling, Currency Conversions are
estimated only. |
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| Contractual Charge per Year Per Workstation (Includes 60
minutes) |
49.99 |
72.47 |
89.09 |
9895.09 |
| Initial Charge for Support Issue |
1.00 |
1.45 |
1.78 |
197.96 |
| Per Minute |
0.50 |
0.72 |
0.89 |
98.97 |
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