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Procare® e-Voucher Support (PeVS)
Each support division of ct-uk™ has
been designed specifically to meet your organisational
needs for prompt service and good communication. Our
range of services offers many affordable support options that include fully managed services,
guaranteed response times and a help desk for the more
mission critical applications and network issues.
Procare® e-Voucher Support* (PeVS) - “we don’t charge for travel time or mileage”
ct-uk™ PeVS gives your organisation the benefit of an insurance policy but with the added value that your e-vouchers are valid for a full 24 months from the date of purchase. Your organisation can exchange the e-vouchers at anytime for administrator training, cabling audits, telephone support, remote support and on-site find and fix issues.
If a support call is escalated to an on-site find and fix, the ct-uk™ technician will rectify the issue, complete a sign off sheet and ensure that the correct number of e-vouchers are deducted when the documentation is returned to customer services.
ct-uk™ PeVS schemes can be tailored to your individual organisational needs with parts either included or not as part of the voucher scheme selected. If parts are required, your organisation will be informed of the cost. Parts will be supplied at UK trade prices to help keep down your on going costs.
Priority technical response is available via both telephone and on-site support. The minimum rate for telephone support is one voucher, and for on-site repairs, three vouchers. Vouchers may be purchased in advance in minimum quantities of 50 vouchers at a time.
Voucher Allocation and Usage
- (3) three vouchers equals one hour
- (1) one voucher has a value of £24.00
ct-uk™ PeVS schemes can be customised to your organisations response requirements or purchased in the standard format. A cover purchase starts from as little as 36 vouchers.
Response Schedule
ct-uk™ Technical Team can cover all elements relating to your hardware and software system requirements with guaranteed response times. We have designed our simple to follow gold, silver and bronze based platform.
- Gold - (2) two hour response for mission critical hardware and software cover
- Silver - (4) four hour response for critical hardware and software cover
- Bronze - (8) eight hour response for basic hardware and software cover
Our aim is to achieve a fix at the first point of call. However, if ct-uk™ needs to contact the hardware, software or any other vendor, there may be a delay in the fix time whilst awaiting their response.
Replacement Parts
ct-uk™ internal PC Service Centre keeps a stock of the very latest components. If your repair requires a replacement part, the unit needs to be replaced or returned to our workshop for a fuller repair, we will endeavour to complete the necessary work within a minimum timescale.
Call Logging
A support call can be logged via phone, fax or e-mail. Once it is received, a case is generated via e-mail. Your call time, date and reference number are forwarded directly to both our Technical Department and your organisation to ensure an immediate response.
Call Closure
When the case is closed, your organisational contact will receive an e-mail detailing the call, time taken to rectify the issue, parts used and the Procare® e-Vouchers used to complete the fix.
Monthly Statement
On the 26th of each month a statement is delivered electronically to your organisational contact detailing the number of Procare® e-Voucher used to date. This will, show the call reference and the number of unexpired Procare® e-Vouchers remaining.
Validation
The standard Procare® e-Vouchers are a tremendous way of give your organisation the benefit of an insurance policy but with the added value that your e-vouchers are valid for a full 24 months from the date of purchase. Your organisation may exchange them at anytime for administrator training, cabling audits, telephone support, remote support and on-site find and fix issues.
As an independent solutions provider, ct-uk™ will ensure all equipment recommendations are only based upon your requirements. Our advice is focused on a "best for your organisation" approach.
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