Managed Support
Managed Support is offered, which is inclusive of Platform Support.
Account Manager - 6 meetings over the year, bi monthly frequency, lasting approximately 1 hour & point of contact for general enquiries and advice not covered by support.
Agenda - Bowe Performance, HW, network, backup, security, resilience, data protection, directors responsibilities, recommendations, AOB.
Remote support and help to each desktop, via the internet.
Engineer on-site for monthly visit. On-site support included, which is at the discretion of BDA engineering if remote support cannot resolve an issue. (Included onsite visits are for head office only - Remote support is included for satellite offices).
Microsoft Office Application Support - Word, Excel, PowerPoint, Outlook, etc...
Logging and Monitoring tools for server(s), PCs & Portables with reporting.
Broadband, Internet and e-mail monitoring.
Daily backup checks.
Annual Audit is included.
Four hourly onsite staff training sessions for general IT. Training agenda will be agreed prior to visit.
Managed support is aimed at providing a more pro-active service, where many issues can be spotted in advance and can be rectified, or notified for action.
Managed support replaces standard support, it is not an add-on.
Conditions
We have a 'fair usage' policy where, if repetitive support is required because of a lack of skill in using PC equipment or software, the account manager will highlight that training is required. Bowe Digitl:access Ltd offers a range of basic training courses which are heavily discounted for subscribers to our support services, currently 50% discount is offered.
Onsite visits to satellite offices would be charged at £45 per hour. Offices within a 50 mile radius, no mileage or travel time will be invoiced. Visits outside the contract would be invoiced per hour or part thereof.
Support visits to the head office premises at the discretion of BDA Ltd are included in the contract.
Renewals of Support Contracts
Pricing is held for the duration of the contract.
Renewals are quoted at the prevailing rates, before the first payment of the new contract is due.
Monthly Payment Contracts
Payment is by Direct Debit.
First Contract is 3 months in advance of the first month then monthly at the start of each subsequent month.
Renewals of monthly contracts are by continuing payment after month 9, 21 or 33 depending upon the support period of the contract. Rates of renewal will be notified before the continuing payment is due.
Suspension and Termination of contract
If a payment is not received by its due date, support can be suspended until the payment is made. If a contract is terminated before the end of its agreed period, no refund of pre-payment element will be made.
Where a monthly contract is not to be renewed, Bowe Digitl:access Ltd should be notified when the last payment is due, support will then continue for the remaining three months until the period covered has expired.