Media27 Service Plans – Frequently Asked Questions
- What do your service plans cover?
We take an inventory of your computer systems and provide you with a full schedule of what is covered when the service plan is initiated. You can decide which elements you want to be covered and those which you do not. These could include:
- Server hardware fixes
- Server operating system
- Server software (Such as Microsoft Exchange or SQL Server)
- Workstation hardware fixes
- Workstation operating system
- Workstation software (Such as Microsoft Office)
- Network support
- Printer fixes and configuration
- System management (Such as User setup and maintenance)
- Anti-virus support
- Internet connection
We do not cover repair or replacement of faulty hardware (see below). We also do not cover any specialist or bespoke systems, or software such as machining tools or accounting software.
- Why don’t you provide hardware maintenance?
Today’s computer hardware is inexpensive and relatively fault free. It also goes out of date pretty quickly. Paying for a maintenance contract to cover breakdown is a false economy, especially if you are charged extra to have software reloaded. We replace faulty hardware with new and only charge for the replacement component (or an entire item if that is the most cost effective solution). Items under warranty will be replaced via the warranty agreement in place.
Labour charges for this work and any consequent software reloading or reconfiguration is included in your service plan. Over a year this could save you thousands.
- What is the difference between Annual Contract and Pay-As-You-Go?
An Annual contract will be a single amount based on your IT system. All items would be listed in the contract schedule and covered for 12 months. This is invoiced quarterly in arrears to assist with your cash flow.
A Pay-As-You-Go contract will have a small annual set-up fee and then an agreed fee for each time you need to call upon our services. At the end of every month, we will send you an invoice for any time used during that month together, with a list of services provided.
- How does Pay-As-You-Go work?
You log problem or advice calls via our website. We attend to those calls either by phone or site visit. Time spent solving the problem either on the telephone or at your site is logged and at the end of the month the total time used is invoiced using your agreed service plan rate. Your service continues for 12 months or until an invoice becomes overdue.
- Can I swap between Pay-As-You-Go and Annual contract?
Yes you can, if you feel that you can get better value for money by swapping then we allow this. The only restrictions are one quarters notice to go from Annual to Pay-As-You-Go and payment of any outstanding invoices to go from Pay-As-You-Go to Annual.
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