RETAINED SUPPORT

Traditional support agreements are essentially ‘insurance’ contracts, whereby a certain percentage of the original purchase price is levied annually for the provision of support for each particular system.

Unfortunately these agreements suffer from the same pitfalls as insurance contracts in that they are unable to deliver real value, as the more modern, reliable equipment will necessitate fewer calls then the older, unreliable hardware. In order to provide excellent support services and value for money, Xpertex operate a retainer-based system for support.

In essence the retained support is a pre-purchased block of time that is used only when required. The service is delivered either by telephone, remote control/access or by an on-site engineer. The support is tailored to each individual customer to ensure that business SLA’s are met or exceeded.

With the range of skills that Xpertex consultants posses the time can be used to perform pro-active tasks as well as remedial ones.

AT A GLANCE

• Telephone, remote control and on-site support provided
• 1st/2nd/3rd line spectrum of expertise
• Unused time is carried over for up to 2 years