Onsite Support

In today’s modern world of technology it’s crucial that you get a fast response time when you need it most. Distinct IT recognises that time lost to a company due to a computer system being down costs you real money and headaches with deadlines failing to be met and our clients not being able to service their customers to the best of their ability.

Distinct IT firmly believes in a proactive approach to IT support. It is often the case that problems can be avoided with a well maintained computer system. Distinct IT offers the confidence and peace of mind that when a problem does occur we are only a phone call away. Every call is allocated a level of urgency and this reflected on our speed of response. For calls that have a high level of urgency like a server down or an integral piece of software not working we will respond to that immediately with free of charge telephone support. If the problem cannot be resolved on the phone coupled with our state of the art remote support we aim to dispatch an engineer within the hour that will be able to correct the problem onsite. For non urgent problems a time would be booked into the diary at the convenience of both parties.

We offer several support packages as detailed below

Pay As You Go

This option comes with no financial or contractual commitment from yourselves; if you need us you call us. We charge a callout charge which includes the first 30 minutes onsite and then an hourly rate thereafter. We do not round up to the nearest hour and charges are calculated by the minute to ensure that our pricing structure is fair. Callout charges and hourly rates vary depending on location and travel time. For example a callout to the city centre of Bristol where we have to park in an expensive car park would cost more than a local callout to Newport with free parking. Call us for details on pricing for your area.

Prepaid Time

This works in a similar way to pay as you go except an amount of hours are purchased in advance. These hours are again charged depending on location and distance.

The advantage of this option is that we do not charge for callouts. After each support incident you will receive either an email or posted documentation detailing what work was done, the time it took and how much time is left. The engineer will bring a job sheet that will need to be signed by a member of staff onsite who will authorise the start and end time of the job. If the prepaid time runs out then you would automatically go on to the pay as you go option although you will be made aware of this well in advance. Hours can be purchased at any time and in any quantity.

Set Visits

This option involves us visiting any of your premises on set dates throughout the year. Based upon your company size and IT infrastructure we can suggest an appropriate amount of days, for example 1 or 2 days per month or quarter. With this method there is no callout charge for the visits only the time onsite. If a full day is not required then the time left remaining for that day is put into reserve and can be used when required for a callout or for remote support outside of the set visits.

The advantage of this option is that it promotes a proactive approach to IT support in the sense that our services are not just used when there is a problem but also for routine maintenance tasks such as checking backups, antivirus and making sure that PC's are up to date. These days can also be used to provide training to staff on things like Microsoft Office features or to implement new IT strategies.

Bolt Ons

As well as our standard support packages we offer several bolt on extras that can give you peace of mind. These include weekly remote checks of backups and antivirus updates, set visits each time a Microsoft Update is released to ensure maximum security on your network, spam and email protection and much more. Contact us for details.

Bespoke Packages

We understand that every business is different and what works for one may not necessarily work for another. For this reason we can tailor a support package to suit yourselves such at a maintenance package that covers an infinite amount of callouts and even hardware failures. Call us for details and a free site survey whereby we can accurately assess you requirements.