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Remote Support:
Unlimited remote support during office hours (09:00 – 18:00).

Customers can contact us via email, telephone or instant Chat.

Logical-i instant chat is a remote access service which allows our engineers to connect to the problematic desktop or server, and fix it without having to visit your office.

SLAs:

1 hour response to support requests

4 hour resolution target to support requests

8 hour onsite target when faults are identified as non-repairable remotely

Site Visits:

Where faults cannot be resolved remotely site visits will be charged at preferential rates.

This is £70 per hour in office hours and £90 per hour out of hours in comparison to £90/£120 for non-contract clients.

Software Support:

Software troubleshooting for standard Microsoft products. This includes availability and connectivity of the following:

  • Microsoft Server products
  • Microsoft Desktop Operating Systems
  • Microsoft Office Suite

Excludes user training and advanced configuration.

Third Party Applications:

Time saving third party software application support. Use this in conjunction with your external software support agreements to remove yourself as the middle man when issues arrive. Exclude the blame culture by having Logical-i liaise directly with your third party providers ensuring speedy troubleshooting and resolution of software issues.

Project Work – UK mainland only

As a contract client you will be entitled to preferential project work rates. Project work is scheduled remote or onsite work which is not a support issue. It involves the change, configuration or development of the network. The following items are classed as project work:

  • Group policy changes
  • Installation and configuration of hardware or software
  • Server replacement
  • Office moves
  • Configuration of software e.g. Sharepoint set up
  • Architecture redesign (e.g. routing changes, domain changes, push-pull printing)
  • Auditing/PCI Compliance/SOX
  • Disaster Recovery planning
  • Penetration testing

Peripheral Devices:

All standard network equipment covered for troubleshooting, configuration and availability including Printer, Fax, Scanner, Access Point, UPS, back up device. Separate cover is available for the following items:

  • VPN installation/Maintenance
  • Layer 2 and layer 3 switches
  • Back Up (remote or local management)
  • Router
  • Firewall

Excludes hardware parts.

Pre-Existing Issues

Logical-i will support pre-existing issues with your network subject to our Fair Usage Policy.



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