Computer Repair : Computer Networks : Outsource Computer Maintenance : Computer Network Installation :

 
 
 
 
 
 
 
 
 
 

 

The following is an example of our comprehensive maintenance support program. ProNet Computers is able to supply bespoke programs designed to maximise flexibility and service level agreements.

Part A. Inclusions; ProNet Computers is responsible for;  
1 All parts & components of itemised equipment. Where a component is permanently replaced, the removed parts becomes the property of ProNet Computers
2 Labour charges for engineering and travel time  
3 The re-installation of applications, operating systems and data from clients installation disk or backups etc. This data should be made readily available to the service engineer. ProNet is not responsible for ensuring data back ups are taken or that application disks are current or legal
4 If on site repairs are not possible, ProNet Computers will offer comparable loan equipment which will be made available upon request and consent  - subject to 3  
5 Periodic servicing, cleaning & preventative maintenance, where applicable and when asked
6 On-going system development advice  
7 Operating system and backup support  
8 Client Confidentiality  
9 Updating of operating system software as considered appropriate by ProNet Computers, i.e. – Software patch programs issued by software vendor. The maintenance support program does not cover any charges levied by the software vendor for such updates
10 Assist your company either by on site engineer or remote access in the daily management of computer server operations ie monitoring of data backups, user logins & accounts, server printer management, email accounts, login accounts, anti virus updates  
11 Periodic remote access of servers to check data storage and health of servers.
12 Telephone and or site support of server applications and operating system
13 ProNet Computers will assist your company in documentation of the network ie passwords, equipment upon request and consent from a PNC manager.
Part B. Exclusions; ProNet Computers is not responsible for;
1 Supplies and Consumables  
2 Accidental and/or malicious damage by other than ProNet Computers personnel  
3 Force Majeure i.e. Damage caused by Floods or Power surges and electrical storms
4 Program Updates involving costs to ProNet Computers  
5 Hardware that has reached end of life (Products are deemed to be end of life when replacements are no longer available or become price prohibitive and are therefore beyond economical repair)
Part C. Maintenance; Service Level Agreement (SLA)
1 ProNet Computers will respond to your call within X hours.  
2 Maintenance will normally be carried out during normal office hours. your company will ensure site accessibility is granted to complete a maintenance visit.  
3 All calls from your company regarding maintenance must be logged using the telephone at ProNet Computers HO on 01623 644877. Hours of support 09.00am to 17.30pm weekdays only. ProNet Computers continually monitors this phone line for other clients and will accept calls from your company out of these hours but on a “best endeavours” SLA.