Support Levels

ACS provide 4 levels of contracts from basic remote support through to full outsourcing. We can also provide out of hours coverage, ad-hoc support and tailored contracts as required.

	Opal	Emerald	Sapphire	Diamond
Guaranteed response times	4 hours initial response / 8 hours onsite	4 hours initial response / 8 hours onsite	3 hours initial response / 6 hours onsite	2 hours initial response / 4 hours onsite
Telephone support	Pre-paid hours	Unlimited	Unlimited	Unlimited
Remote support	Pre-paid hours	Unlimited	Unlimited	Unlimited
Onsite support	Pre-paid hours	Unlimited	Unlimited	Unlimited
Parts included
Preventative maintenance			Quarterly	Monthly
Server administration
Virus removal
Out of contract works	Preferential contract rate	Preferential contract rate	1 hour included	1 hour included
Initial IT assessment & report
Regular onsite reviews		Annually	Annually	6 monthly

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