Pay as You Go Support
Pay as you go IT support is ideal for those who have an existing IT department that needs additional resources, for those with one-off support requirements and for those who aren’t able to commit to a support contract.
We understand that some of our clients only need support now and again so there are two options for non-contract support.
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Ad – Hoc
Ad Hoc Support
Ideal for emergency IT support this service is available to everyone. You will be allocated an engineer qualified to deal with your issue.
Priority is given to contract clients so availability cannot be guaranteed with Ad-Hoc support.
Our standard non-contract rates for support services are £59 per hour during office hours. Out of hours rates £89.00 per hour.
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Block Booking Engineer Hours
Block Booking
This service allows non-contract clients to purchase a block of 10 or more engineer hours at a reduced rate. Clients are allocated the number of hours they have purchased against their record in our systems. As time is used up its deducted from your allocation.
Hours purchased in blocks are charged at £45 per hour during office hours and £75 per hour out of hours.
You will receive a statement of time used and time remaining every month.
Remote support helpdesk
Ideal for people who want fast and efficient break-fix support for themselves and their team from a qualified UK help desk.
1-Zero-1 Help Desk provides unlimited remote support during office hours. Contacting our Service Desk couldn’t be easier – either call or email or as often as you need.
If we can’t fix it remotely or you need support out of hours that’s not a problem, as a contract customer you will be entitled to preferential onsite, out of hours, and project rates so we can always be there when you need us.
Helpdesk features in full:
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Remote Support:
- Unlimited remote support during office hours (08:30 – 17:30).
- Users can contact us via email, telephone
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SLAs:
- 60 minute response to support requests
- 4 hour resolution target to support requests
- 8 hour onsite target when faults are identified as non-repairable remotely
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Site Visits:
Where faults cannot be resolved remotely site visits will be charged at preferential rates. This is £40 per hour in office hours and £75 per hour out of hours in comparison to £59/£89 for non-contract clients.
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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.
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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 1-Zero-1 liaise directly with your third party providers ensuring speedy troubleshooting and resolution of software issues.
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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
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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.
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Pre-Existing Issues
1-Zero-1 will support pre-existing issues with your network subject to our Fair Usage Policy.
Helpdesk features at a glance:
- Unlimited remote support during office hours (08.30 – 17.30)
- Access to a team of highly skilled and qualified technical engineers
- Site visits charged at preferential hourly rate
- Software Support
- Pre-Existing Issues covered
Our pricing is based on a simple and attractive single cost per device:
- £8 per workstation (PC/laptop) per month
- £50 per server per month
- £2.50 per supported mobile device per month (iphone, HTC, Blackberry)
Service Desk with Onsite support
Ideal for people who want total IT Support.
Service Desk goes beyond the traditional Help desk – it is a fully managed Service Desk offering proactive support. Our team of dedicated engineers provide a comprehensive Service Desk solution that goes beyond the technical, delivering real time and proactive monitoring, monthly reporting, guaranteed and regular housekeeping visits from our team of experienced engineers and ongoing help to configure your IT infrastructure as your business needs change and develop.
Using our unique software we will monitor your systems 24/7, identifying problems before they because a service affecting issue. Contacting our Service Desk couldn’t be easier – either call or email for fast response. Site visits are included where faults cannot be resolved remotely
Servicedesk features in full:
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Remote Support:
Unlimited remote support Users can contact us via email or telephone
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SLAs:
- 60 minute response to support requests
- 4 hour resolution target to support requests
- 4 hour onsite target when faults and configurations cannot be managed remotely
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Site Visits:
Site visits included where faults cannot be resolved remotely
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Proactive Management:
Subject to our Fair usage Policy this covers configuration management of the following:
- Printers>
- Login Scripts
- Users
- Groups
- Distribution Lists
- Security Groups
- Internet Security
- Anti Virus
- All standard Windows Domain Features
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Housekeeping Visits:
An engineer onsite at your office every month specifically dedicated to network-housekeeping activities. This can be used to clear up any minor issues or changes that you require. If you have no current issues the engineer will follow a schedule of general system maintenance including the following:
- System defragmentation
- Disk clean up
- Defragmentation
- System Patches
- Required Updates
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System Monitoring:
Proactive monitoring of the Servers allowing us to pre-empt and prevent problems, meaning greater uptime and increased productivity.
Monitoring of the following:
- Event Log critical errors
- Anti-virus updates and services
- Backups
- Disk space
- CPU Usage
- Memory Usage
- Network usage
- Hardware Changes
- Licences
- Exchange monitoring
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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 1-zero-1 liaise directly with your third party providers ensuring speedy troubleshooting and resolution of software issues.
-
Project Work
As a contract client you will be entitled to preferential project work rates. The following items are classed as project work:
- Company-wide policy changes
- Installation and configuration of non-standard features
- Server replacement
- Office moves
- Advanced 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
- Backup testing
- Installation of new network equipment not replacing existing item
- Network Cabling
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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
1-Zero-1will support pre-existing issues with your network subject to our Fair Usage Policy.
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Monthly Reporting
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Pricing
Our pricing is based on a simple and attractive single cost per device:
- £12 pm per workstation (desktop/laptop) per month
- £100 pm per server per month
- £2.50 pm per supported mobile device per month (iphone, HCT, Blackberry)
