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Procare® Contract Maintenance (PcMS)
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® Contract Maintenance
Support* (PcMS) - “ with no 12 months up front payment”
Our PcMS agreements are as simple as all the services supplied by ct-uk™. Under a PcMS, your organisation will be require only to pay a fixed fee for your three, six or twelve month maintenance quarterly in advance; there is no big, upfront outlay.
Each PcMS is bespoke to your individual organisational requirements which can include any number elements that are deemed critical to your operational processes These may include administrator training, holiday cover, cabling audits, telephone support, remote support or on-site find and fix issues. We will give your organisation the cover it needs.
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 numbers of e-vouchers are deducted when the documentation is returned to customer services.
ct-uk™ PcMS can be tailored to your individual organisational needs with parts included or not as part of the voucher scheme selected. If parts are required, your organisation will be informed of the cost and any 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.
ct-uk™ PcMS schemes can be customised to your organisation's response requirements or purchased in the standard format with cover from as little as three months.
Response Schedule
ct-uk™ Technical Team can cover all the 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 whilst awaiting the response from such vendor.
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 for 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 and the parts used.
Monthly Statement
On the 26th of each month, a statement is delivered electronically detailing who has received any support services. ct-uk™ is able to analyse the data to improve productivity and wastage.
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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