We offer a standard 4 hour response, although any calls we are unable to answer immediately are usually returned within the hour.
Our support contract covers your existing environment, we only charge extra if we have to visit on-site for anything support-wise that can’t be fixed remotely (and we will try very hard to make sure things are fixed remotely) or for any non-support related work such as a new computer installation or server migration etc or ‘Adds, Moves or Changes’ that fall outside of your support agreement.
Any adds, moves or changes then become part of you computer environment and are then covered by your support contract, assuming the changes relate to a supported product or service.
We don’t charge for the first hour of travelling time either and our support contracts are a rolling monthly commitment.
Being a Microsoft Partner too (selected recently to be a Microsoft Managed Partner which puts us in the top 0.5% of all Microsoft UK Partners), we also have business critical support direct from their support staff should your systems or business require it.
We cover most aspects that relate to computers from problems relating to issues with cabling, problems with mail-flow, spam filtering, computers not booting properly, virus / malware removal and prevention as well as the ‘How do I do ….’ type questions.