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Client Support Plan


SERVICE

FOUNDATION

ENHANCED #

ULTIMATE #

Support Options
Dedicated phone number for those on Enhanced or Ultimate plans
Email Email & Phone Email & Phone
Internet Uptime, Speed & Ping Testing
Monitoring your internet connection with regular test to check your connection speed & response time
Yes Yes
Problem Solving *
If an important device drops offline or you have any problems, we'll aim to resolve remotely
Yes Yes
System Changes *
If you require system changes, we will carry them out remotely where possible
Yes Yes
Software / Firmware Updates *
We will notify you (where applicable), then proactively push any urgent updates to your system that include security or bug fixes
Yes
Annual Site Visit
A visit to your property to carry out a complete system inspection (Inc 25 point check)
Yes
Discounted Hardware Upgrades
Upgrade qualifying existing hardware and receive a discount
Up to 10% Up to 20%
Priority Remote Support
We will ensure we acknowledge and respond to any support requests within the given time
Up to 5 days Up to 48 hours Up to 24 hours

Priority On Site Support
If a site visit is required, we will attend within the given time from the day after the request
Up to 15 days Up to 10 days Up to 5 days
COST PER MONTH £0.00 From £37.50 From £75.00


Notes:

* Up to 1 hour per month (combined)
# Requires managed PDU / power management

Additional comments:

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