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SERVICE LEVEL AGREEMENT - VIRTUAL IT DEPARTMENT

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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

Preventative Maintenance

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