pTWO Networks - i.t. and network support in the south of England



Systems Audit and Documentation Remote Support Link via dial-up or VPN Guaranteed Response Times Defined Service Levels Monthly Budgeting Draw Down Statements and Reporting Regular Strategic IT Systems Review Priority Response Controlled Call-Out Rates On-Line Help Desk and Call Logging facility Disaster Recovery and Business continuity Direct Access to Support Teams Designated Project Teams and consultants Help Desk Support for standard applications Dedicated On-Site IT Engineer Pro-active systems maintenance One-Stop-Shop for dealing with other IT vendors Training and Assistance
System Audit
Our full Systems Audit will ensure that you have an up to date documented IT infrastructure, with software licenses reconciled. A remedial action plan will be submitted to address issues that are in place prior to the commencement of the support contract. It is essential in order to maintain service levels that the system is stable and documented at the beginning of the contract.

Prioritisation of Request
At the point of logging the call the problem will be assigned a call reference number, a priority and an estimate of response time. Where possible an appointment time will be agreed. Call priorities are negotiated based on several factors and are coded as either; 1, 2, 3 or 4.

Priority 1 - Business Critically impaired by loss of service Service Level Target: Same Day (4 hour response) Priority 2 - Business is Severely impaired by loss of service Service Level Target: 1st Call Next Day (8 hour response) Priority 3 - Business is Partially impaired by loss of service. Service Level Target: 24 hours Priority 4 - Business function is unaffected / Schedule Maintenance. Service Level Target: 72 hours


	Guaranteed service levels
	Penalty clauses
	Monthly budget


	Guaranteed Response
	Monthly budget


	Pre-paid

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