The Support Centre
Prodec Networks offers three levels of IT support, from an entry-level, pre-paid remote package to a fully managed service. Each option is geared to a specific audience and complements customers’ expertise, business requirements and internal skills.
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Standard Feature
Limited Feature
Optional Feature
Which is the right plan for your business?
Level 1
Incident-based support - you pay for a number of incidents up-front
Benefits:
- Very low inital cost.
- Access to Prodec Networks' highly qualified and experienced helpdesk.
Limitations:
- Lower priority response times for telephone/remote support and on-site attendance.
- No installation of any tools that would allow Prodec Networks to prevent issues and improve system performance.
'Unkown' Cost Model:
Because the Level 1 plan is incident based and there is no way of determining how many incidents you will need in any period, your total ICT support cost model is unknown.
Level 2
Fixed-price plan - the essential support services your business requires
Benefits:
- Get the benefit of Prodec Networks' investments in technology that monitor and improve server performance.
- Single point of contact and ‘ownership’ of issues – no more dilemmas of whether to call the supplier, or broadband or application provider, to resolve a problem.
- Inclusive package – from changes to access rights to setting up new starters or departing employees; it’s all included.
Limitations:
- The Level 2 plan does not include any on-site engineering time, which can be purchased separately.
- Because Prodec Networks does not manage the effectiveness of client security it limits any activity relating to the removal of viruses, spyware or similar to 30 minutes per infection.
- Remote installation of new hardware or software is limited to 30 minutes per request.
'Somewhat Known' Cost Model:
This plan provides the essential support services that your business requires at a fixed price. However, additional budget should be allowed for anything beyond this.
Level 3
Fully-managed fixed-price plan - helps to reduce IT costs to your business.
Benefits:
- Greater benefit from Prodec Networks’ investment in technology with the use of its advanced tools to fully manage client and server infrastructure, improving productivity and reducing costs.
- Fully inclusive - if it’s a support issue, it’s covered – even time on-site.
- Regular executive summary report on the health and status of the server infrastructure.
Limitations:
- None known - other than the installation of new equipment, or project activity such as moving office.
'Reducing' Cost Model:
A fixed-price plan that includes all support requirements means all support costs are known. Furthermore, Prodec Network’s expert management of systems optimises efficiency and reliability, thereby reducing the total cost of your IT ownership.
For more information about Prodec Networks' Support Centre, and to learn more about how it can help your business, call the Support and Maintenance team on 01189 241 225.
Contact us for more information:
01189 241 225
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