Support Agreements

Support Agreements from Wessex Networks are a fantastic way to ensure your computer systems are secure, well cared for and as problem free as possible. It's also a great for budgeting and knowing things like your backup and servers are being monitored.
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Our Agreements (Packages)

We have a range of agreements ranging from a simple drop-in / walk-in service right up to our top-tier package providing unlimited on-site support, monitoring, patching and comprehensive maintenance - even including parts and accidental damage!

Feauture / PackageOn-site +On-siteRemoteDrop-In +Drop-In
Unlimited on-site supportIncludedIncludedNot IncludedNot IncludedNot Included
Unlimited remote supportIncludedIncludedIncludedNot IncludedNot Included
Unlimited telephone supportIncludedIncludedIncludedNot IncludedNot Included
Unlimited drop-off supportIncludedIncludedIncludedIncludedIncluded
Accidental Damage CoverIncludedNot IncludedNot IncludedIncludedNot Included
Hardware Failure CoverIncludedNot IncludedNot IncludedIncludedNot Included
Existing Issue SupportIncludedIncludedNot IncludedNot IncludedNot Included
EOL Workstation ReplacementIncludedIncludedNot IncludedNot IncludedNot Included
Patch / Update ManagementIncludedIncludedIncludedNot IncludedNot Included
Remote MonitoringIncludedIncludedIncludedNot IncludedNot Included
Manual backup checksIncludedIncludedIncludedNot IncludedNot Included
Loan EquipmentIncludedIncludedNot IncludedNot IncludedNot Included
Network / Broadband SupportIncludedIncludedIncludedNot IncludedNot Included

How it Works

We have a dedicated team of experienced engineers that work tirelessly to resolve our customer requests. We are happy to receive requests by email or telephone and where possible we will assist customers immediately. In all cases requests are recorded on our system, prioritised monitored and resolved in accordance with their Support Agreement or SLA.

For all on-site and remote-only Support Agreement customers we install our leading remote management software on each managed device. We then monitor each managed device's health, performance, security and take appropriate action where necessary - often a client won't even know there was an issue. The software also allows almost instant remote control from our office so we can see what you see.

Benefits

  • Priority technical assistance and remedial work
  • Advice
  • Installation of replacement computers
  • Server installation (where original server faulty)
  • Installation of system component upgrades (RAM, hard disk etc.)
  • Backup monitoring (plus manual checks)
  • Response to virus or malware detections
  • Compliance with IT industry best practices
  • Remote monitoring of servers (health, performance and errors etc.)
  • Regular patching of Microsoft Software
  • Ad hoc patching of 3rd party applications as required or recommended
  • IT recommendations to improve systems and/or business
  • License management and promotion of licensing compliance
  • Rebuilding of machines where beneficial

All benefits are subject to Support Agreement restrictions (e.g. free installation of upgrades on a remote-only agreement would not be included).