SW Computers Limited - Cornwall - South West

IT SOLUTIONS FOR HOME & BUSINESS

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Call your local office now or email sales@swcomputers.co.uk.
Truro: (01872) 470059 - Falmouth: (01326) 389040 - Camborne: (01209) 613645
Bodmin: (01208) 479047 - Penzance: (01736) 309021 - Newquay: (01637) 849045 - St. Austell: (01726) 209047
 
     
 

Microsoft Gold Certified Partner for Networking, Office 2007, Vista, Server 2003, Windows XP- -Sage Accredited Business Partner for Sage 50 Accounts, Sage Line 50, Sage Payroll, Training, Installation, Supply and Support -Microsoft Small Business Specialist UK Partner Qualified for 2008 -CompTIA A+ Authorised Service Centre for PC - Printer and Laptop Repairs

 
     
 

SERVICE LEVEL AGREEMENT - VIRTUAL IT DEPARTMENT

Your New IT Department

Click here to download our White Paper on Diaster Proofing
Click to download our PDF on Protecting your Data

Most of the businesses we deal with are too small to have their own IT Manager or IT Department, or even if they have someone on staff that is their "IT Guru" for the day-to-day niggles, these gurus are rarely as good as a trained IT Technician - else they would probably be an IT Technician instead of their current job role.

Also they may be fine for general issues, but don't have the training or experience if something serious goes wrong, also normally that person is so busy with their own job, the rarely think about things like server monitoring or won't be able to work evenings and weekends to do upgrades, data restores and general housekeeping tasks - which we do every week for our servers.

Ask yourself - would you let someone that just "knows" about the law represent you in a vital court case?

Or would you let someone with no formal training handle your accounts and financial affairs?

Most people don't think about their IT systems as being vital until there not there, all that data, incoming emails and the ability to raise invoices can be crippling to a business in just a few hours, to maintain a healthly, secure and reliable system you will need regular intervention.

That is where having a Service Level Agreement with your chosen IT supplier comes in!

Here at SW Computers Limited we are experts in becoming one of your team, your virtual IT department, getting to know your staff, business and equipment just as a IT Department would - but the best bit - the costs are MUCH lower than a PAYE IT Technician employeed, even part-time.

With service agreements from as little as £65 PCM for a small office - even at minimum wage that would only pay for about 11 hours wages - try finding a decent, fully Microsoft Certified IT Professional to work for only minimum wage!

What to expect from a Service Agreement?

  • Each service agreement is tailored to indentify & define the clients needs.
  • Provide a framework for understanding
  • Simply complex issues such as response time.
  • Define 'what is an emergency'
  • Define responsiblities of the provider and client i.e data backup, virus protection
  • Schedule daily/weekly/monthly/yearly system updates, checks etc

Basically a Service Agreement is there to define everyones expectations, which helps smooth the business relationship, prevents diagreements over invoices as all charges and terms will be listed in detail.

Also you will know that things like backups, virus protection, firewalls and other vital system health checks such as hard drive health, windows services are being monitored and looked after - you'll have a direct mobile number to your account manager who will be there to offer friendly advice, telephone and remote support, and you'll know if the circumstances dictate you have someone at your office within the time allocated i.e. within 2 hours, 4 hours, 8 hours, next-day guaranteed.

Normally we will know about a problem before you do, first thing we will do is check our monitoring software for the last logs, we will then use our remote access tools to check on the servers/computers.

If we can't connect we will presume that there is an Internet connection problem; after confirming there isn't a known problem with your ISP broadband in your area- depending on your level of support we would either advise your onsite guru on rebooting the routers over the telephone which connect to the internet, or we would schedule a callout to come and get you back up and running.

Our Service Agreements are Win-Win - Heres How

Provides a comprehensive service agreement

Sets clear expectations on performance and deliverables

Is specific, objective and meaningful

Uses meaningful, quantitative measurements.
(“What services will be performed?” and “How often?”)

Surveys clients on quality, expectations being met, and responsiveness

Offers flexibility to renegotiate at regular, agreed upon intervals

Determines the most important aspects of the services contracted

Comes from a position of mutual trust
(Remember, no piece of paper is a substitute for relationship-building)

Actively manages the client/vendor relationship

Keeps open lines of communication… always!

Preventative Maintenance

Preventive Maintenance Helps Safeguard Data

  • For most small business clients, the information on the hard disk(s) is infinitely more important than the hardware that houses the data.
  • Taking steps to protect this information therefore makes sense, and that is what PM is all about.

Preventive Maintenance Improves Performance

  • Some parts of systems will actually degrade in performance over time.
  • Preventive maintenance helps to improve the speed of overall system and network performance in these respects.

Preventive Maintenance Saves Money

  • We’ve all heard the old adage “an ounce of prevention is worth a pound of cure.” It’s trite, but it is also true.
  • Avoiding problems saves clients money in the long run, compared with laying out cash for new components or repair jobs.
  • Most preventive maintenance procedures are quite simple, compared to troubleshooting and repair procedures.
  • Emergency repair procedures can consume clients’ IT budgets at alarming rates.

 

Interested? Email stephen@swcomputers.co.uk or call (01209) 613645.

 
     
 

Repairs Centre @ RJF Audio Visual, Bickford Smith House, Pendarves Street, Camborne, Cornwall, TR14 8NJ
Office @ 14A Trenoweth Avenue, Camborne, Cornwall, TR14 7NY, Tel: 01209-613645

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SW Computers are a IT Services specialist based in Cornwall in the South West of England, we offer a range of PC Services to homes and business. Being a Microsoft Gold Partner means your getting the best in technology and experience for your business. Our aim with each business is to develop a trusted relationship and become your virtual IT department. We also offer printer, laptop and PC repairs for home users from our chain of PC Express Centres in Camborne, Penzance, Truro & Falmouth. As a Sage Business Partner we also offer a range of accounts and Payroll solutions for business and offer training, installation, supply and support of Sage 50 we also have an online store selling the Sage product range online with a 10% discount from the RRP. Our clients include H&A Waste Servics, H M Coroners Office, Ellerslee Ltd, Mullion Youth & Community Centre. We are members of Camborne, Truro and Penzance Chamber of Commerce.