Service Level Agreements
Compute can provide a support package that's right for you, from basic Desktop application support up to full enterprise-wide server and network support, covering the hours that suit you.
We know that no two customers are the same so tailor-made support packages are available. Support can be provided over a range of timeframes (business hours Monday to Friday, business hours Monday to Sunday, 24x7, for example) and covering the equipment that you need support on. We can provide software and hardware support on the full range systems, as well as the full suite of Microsoft products.
Working within Service Level Agreements is not new to us and we can tailor a support contract as required to meet with your business needs, providing regular update meetings with you, as well as regular reporting to show how we are meeting the SLAs that have been put in place.
Once a Support Contract is in place, you will have access to the full range of Compute support offerings. From our centralised Help desk function we can control your machine and see what you are seeing, reducing on the need for engineers to visit your site, getting you back up and running quicker. We have a team of experienced engineers in-house that will look after your support needs, and where site visits are required these will be carried out by our own support resource so you know you will be getting support from someone who knows your case history.
Full support packages covering desktops, network and servers are not a problem to Compute and the whole group has the ability to take on your support needs, leaving you with one less thing to worry about. With the suppliers and manufacturers, you have another level of assurance that your needs are always to be attended.
Ad-Hoc Support Services
It doesn't matter if you don't have a support contract with Compute - we are still there to assist and can provide support for you on a case-by-case basis. Our experienced on-site support team can come out to your premises and carry out applicable works for you at your request and specification.
All types of on-site work can be carried out including PC relocations, software installations, server work, cabling works; please contact us with your requirements and we will be more than happy to advise how Compute can help you.
Compute’s on-site support service is available when you need it and covers a wide range of products and services when clients need an on-site technical support presence.
Including both installation and fault-finding services, our on-site support services include, but is not limited to:-
• Server installations
• Network installations
• Workstation installations
• Network Security
• Server Hardware / Software support
• Network troubleshooting
• Workstation Hardware / Software support
• System performance enhancements and rebuilds
• Virus / Malware removal
• Infrastructure expansion planning
Compute understands the need to have an accurate and shared understanding of the project goals from the outset, and we achieve this using requirements-gathering sessions involving relevant parties with input to the project, be that management, technical, user or a combination of all of these elements.
For our ongoing projects, we work in close partnership with our clients' management teams, helping them to shape and implement their ideas. By taking the time to develop a clear understanding of the goals and objectives surrounding our clients' requirements, we provide better solutions that are more robust to the effects of change and scalability. We provide a single point of resource for a variety of IT Project Management services and maintain the necessary flexibility to enable a customised response to unique projects.
Experienced project managers, with both technical and people skills, implement lines of communication that maintain both client awareness and project team focus throughout the project life-cycle. Using processes developed on an extensive range of projects we lead and co-ordinate by providing a balanced allocation of risk, responsibility and control. At Compute, we become part of your internal project team and work as one of you, rather than as an outsider.
Quality is a continually evolving process and it applies to all phases of the project and to all deliverables - including documentation and internal / external procedures that may be developed during the project cycle. Each project concludes with a post-project review in order to make the best use of lessons learned, both for future projects with the client we have been working with, or other clients with similar needs.
Our projects do not normally end with the final delivery and sign-off, and many of our clients will then take out our support services so that we can continue to look after the implementation as it is used by their business.