Unprecedented IT Support for your computer systems

At Computerearth we have three maintenance packages, Silver, Gold and Platinum aimed at small to medium sized businesses.1

If you have five or more computer systems you will certainly find one of the three maintenance packages detailed below that will suit your needs. These packages have been carefully thought out to provide second to none support at a price that you will find very hard if not impossible to beat elsewhere.

Experience has shown us that although customers like choice, they do not like to be confused by the many options and combinations that go to make up the final product.

Bearing this in mind you will find that all our contracts offer the same generous number of clear advantages – I will list them all in just a moment – the only difference is in the number of free included support hours, and number of maintenance visits we give to you on site per year.

For simplicity we have called the three maintenance packages, Silver, Gold and Platinum.

Hrs per year Maintenance visits per year

Table 1

What’s this going to cost?

Beyond a doubt the most important questions for our customers is what is this going to cost? Knowing how important this question is we are putting the prices right at the top, even before we explain in more detail what you get for your money. This in my view will do two things:

1. Stop taking up your time if you feel that our services are too expensive. (I would be very surprised if this is the case.)

2. Give you the ‘bottom line’ without having to search through the small print.

Table 2

Our normal rates of labour charge out are currently £70.00 per hour. The figures shown under the ‘Normal’ column is what you would pay for the number of free included hours shown in Table 1 for whichever scheme you are considering.

In all cases the contract applies for a minimum of 12 months but can be paid quarterly, half yearly or annually, in advance. (Figures shown in brackets are the amount you save per year)

Paying annually in advance makes the best-cost savings. In the case of the Platinum scheme you can save a minimum of £700.00.

Example:

In the case of the Silver maintenance contract, you can call us out up to 24 hours (the equivalent of 3 working days) anytime during the year at no additional cost. If you pay £1260 the annual figure, you save 25% against our normal rates - a minimum of £420.00.

What happens if you go over your free hours?

If you exceed the number of free hours you are entitled under the scheme that you sign up to, we charge any additional hours only at 50% of our normal current rate.

If our standard labour charges go up during the period of your contract the increased figures will not apply.

What’s included in the contract?

We are very pleased to list the following that are all included in all the packages listed above:

1. Free unlimited telephone support Monday to Friday 9am to 5pm

2. If required an engineer will attend within 8 working hours of your call out.

3. Free advice

4. Help in any area regarding your IT requirements. Naturally the field of IT is far to large for any company to know every area, however, although we cannot guarantee an answer we are willing to research any reasonable question you may have.

5. We will liaise on your behalf with any third party suppliers who you may need to speak with. E.g. you may need to talk the vendor of an accounts package you use to solve a problem but may find the technical support too technical to handle. We will speak to them on your behalf.

6. If your system allows we offer ‘remote support.’ For example if you use Microsoft Small Business Server the product can be set to allow us to connect to your system remotely and work on it as though we were sat in front of your computer.

7. Even if our standard labour rates increase during the term of your contract you pay any additional charges if you overrun your number of free hours at the original rate when you started the contract.

8. Free regular newsletters advising of anything that may be of interest to your company on matters relating to IT.

9. Loan of up to one computer at any one time, within 8 working hours of coming out if we are unable to get yours up and running straight away.2

10. We do not charge travelling time to your premises. The clock on your included free hours do not start ticking until we are on site.3

Fair Play Policy

We operate a fair play policy. By this we mean that it is not always possible to cover every eventuality in writing, so we give an undertaking to approach your problems in an honest, open-handed way. We go about solving your problem as though it were our own. We put in genuine effort and time. We have many customers that would confirm we work long hours, if necessary, to get you up and running as quickly as possible. Sometimes we have been on site before 6am and on occasions have worked through the night to solve problems on critical systems.

In return for this outstanding commitment to you we ask that you do not take advantage of our good will and play fair with us.

It helps if you state all the facts concerning the problem at the outset. Even if you feel this may be ‘embarrassing’ to do so. Our company has a mission statement that states two things:

• No question you may wish to ask relating to IT is foolish.

• We do not mind how many times you ask the same question.

Under this heading of ‘Fair Play Policy’ it is useful to mention that these maintenance contracts cover hardware and software, which was working properly but has subsequently, developed a fault.

• Faulty equipment opened as new

• And purchased off the shelf proprietary software

Are both covered

It specifically excludes:

• Bespoke software,

• The setting up of Web sites

• And other specific services which we offer.

These areas are covered by arrangements made specifically at the time of purchase.

The backing up of data

Although we take every care to look after your data we cannot be held responsible for any loss of data that may occur. It is not unusual to find when we are called to solve a problem that damage may already have occurred to vital data or may be at risk due to the nature of the problem. It is the responsibility of the customer to ensure that they have good reliable backup of all important data. As part of the solution to your problem we may have no option but to clear a disk drive and start again. In this example we would need your backup data.

Notes

1 - If you have less than 5 computers and/or work from home we offer the following contract:

• £295.00 per year paid annually in advance.

• Each new job based at £40.00 per hour for first 4 hours only. Additional hours for this job are free.

• Points 1 to 8 under the heading ‘what’s included in the contract’ apply.

2For an additional fee of £250 per year on the contract you take out with us we will keep a computer with your software ready loaded for immediate use. All that will be required is for the latest backup software to be restored.

3 Only applies to premises located within a 30-mile radius of our offices.

Website design, Hosting and full support

We also provide a full service for website design, hosting, email clients and maintenance support. If this service is required we can discuss your needs and what package would be appropriate.

Courses for business users. Both business and home

Training takes place on your premises.

Choose the length of course to suit you: day course, half-day course, or shorter sessions.

Courses in the following subjects are available:

Windows basics

Computer for beginners

Email

Internet

Microsoft Word

Microsoft Excel

Microsoft PowerPoint

Microsoft Outlook

Microsoft Access

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