The technical support services offered by DefiningIT are delivered by a DefiningIT Retained Support Contract.

DefiningIT feels that these contracts suit most businesses requirements for the following reasons and provide the following benefits:

• No long-term contract, as you can order the amount of time that you require. In addition, the Retained Support Contract can be added to as required – we have customers who order a certain number of days a quarter for example.

• The ability to use the time as required by the business, whether for support in case of a problem, to augment the internal helpdesk in times of need, or to assist with projects

• An ongoing relationship with a group of consultants who will provide the support and assistance that will ensure they can ‘hit the ground running’ when called in to assist.

In essence, the retained support contract is a pre-ordered block of time, available in chunks of 15 minutes granularity and delivered either by telephone, remote control (if possible) or on-site.

So for example, a one day retainer (DefiningIT accounts for one day as 7 hours) could be used as 28 “incidents” of 15 minutes each in its most discrete usage. These could be delivered via telephone, remote control or on-site as required. Tasks which take longer than 15 minutes are still accounted for rounded to the nearest 15 minutes, e.g. a 3 hours and 37 minutes server recovery would be considered 3 hours and 45 minutes (or 15 units out the 28 units of a one day retainer), likewise a 3 hours and 5 minutes job would be rounded down to 3 hours.

The type of work to be carried out is entirely the choice of the customer as the time purchased in a DefiningIT Retained Support Contract can be used on an ad hoc basis for most IT work (subject to contact type specified below). This may include day to day technical support, design and planning, and project implementation. Furthermore, DefiningIT are able to carry out proactive monitoring and maintenance tasks on request as part of the retainer.

Prior to taking on a retained support contract, DefiningIT may be required to undertake an audit and health-check of the IT assets which require support to ensure that there is a match in expertise with the technology. For example, DefiningIT does not support IBM mainframes, therefore any mismatch would be highlighted to the client through this process, should it be relevant.

DefiningIT offer three levels of Retained Support Contact which are detailed below:

For more information about the above Retained Support Contracts please call 01904 499511 or e-mail info@definingit.co.uk