Basic Computer Maintenance Contract

Remote Support

Unlimited remote support during office hours..

Users can contact us via email, telephone.

Our support engineers use a remote access service which allows them to connect
to the problematic system, and fix it without having to visit your office.

Service Level Agreements (SLAs)

15 minute response to support requests.

4 hour resolution target to support requests.

8 hour target when a fault cannot be resolved remotely and on-site presence is required.

On-site Visits

Where faults cannot be resolved remotely, site visits will be charged at preferential rates.
This is £70.00 per hour in office hours and £90.00 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 Sheridan Computers liase 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 on-site 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 & configuration of hardware and/or software
  • Server replacement
  • Office moves
  • Configuration of software
  • Architecture redesign (e.g. routing changes, domain changes)
  • Auditing
  • Disaster recovery planning
  • Penetration testing

Peripheral Devices

All standard network equipment is covered for troubleshooting, configuration and availability
including printer, scanner, fax, access points, UPS, backup devices. Seperate cover is available
for:

  • VPN installation/maintenance
  • layer 2 and layer 3 switches
  • Backup (remote or local management)
  • Router
  • Firewall

Pre-Existing Issues

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

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