Welcome

IT Support

Contract Models

VITS offers a cost effective solution for your IT requirements

• By ensuring that you are happy with our service and our system this enables us to focus our resources on other clients, therefore allowing us to spread the costs of support effectively. This means that reducing your IT costs is one of our key objectives.
• VITS offer two types of flexible pricing models to suit your business.

1. Flat Fee – Support contract (includes remote and on-site support with a fixed SLA)
2. Pay as you go – Ad Hoc Support (as and when work is required with services charged at a standard hourly rate)

VITS offer various support options that are tailored to your IT needs because we understand that every business is unique.

Our standard Flat Fee support contract gives the customer a guaranteed time for VITS to respond to a support request. The standard is a 4 hour response although, if specified, this can be reduced for critical devices. Through the use of Remote Management, most response and resolution times are within minutes.

We are proactive in our approach to IT, which means routinely checking disks, disk space and backups, ensuring that any errors are acted upon immediately.

Through the use of remote monitoring we are immediately informed should a problem occur.

Each support contract contains an SLA (Service Level Agreement) which outlines the role and responsibilities of both parties.

Flat Fee

Having a support contract also provides the following:

• Priority response compared to non-service contract customers.
• You receive a Cisco PIX Firewall with built in remote access solution at a discount rate.
• All the monitoring software is provided at no extra charge.
• Automatic installation of Standard software updates.
• Automatic Microsoft Service packs implementation.
• Virus scanners are kept up to date and regularly monitored.
• Three months notice of contract termination by either party.
• Telephone, remote access and support on-site.

Pay As You Go

• If you don't require any support, you don't pay. If you feel you only require 5 hours a month that is what you pay for.
• The pay as you go model comes with a very flexible SLA (Service Level Agreement), because you are simply charged for the work you require.

The majority of companies do not include on-site support in their quotes, VITS allows you to make that choice.

Telephony

VITS can also manage your existing Mobile phone Network Service Provider (NSP) to ensure that you are receiving the best service available and that the customer is hassle free from chasing up blocked SIM cards, billing, ordering/upgrades etc… VITS will also work closely with the NSP to reduce mobile phone costs.

Auditing

Audits are normally performed in conjunction with a new support contract to ascertain the infrastructure that requires support and the nature of the problems that historically have been experienced. VITS can provide a thorough audit of your internal systems in order to establish the areas that require attention.

An audit will examine each device that is connected to the network, such as Email Servers, Data Servers, backups, virus protection, telephony, printers and Firewall security, as well as evaluating the current state of the systems.

VITS experience shows that the audit covers many of the basic needs of most SME’s.

VITS provide a Free* system audit to new and potential customers. If you would like any additional information or would like to book an audit please contact us at: info@VITS.co.uk

*The service is free if they become a valued VITS customer, otherwise the audit is charged for based on time and materials.