Support Plans

LevelUp Support
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Support Plans

LevelUp Support Plans

Basic Plan

Even though the Basic Plan is an introductory level plan, it still includes quite a lot of services. It allows us to keep a close eye on all the vital elements of your system and give you peace of mind. We monitor all your PCs and servers 24 hours a day, 7 days a week. If any problem should arise, we contact you. We will inform you of the nature of the problem in plain English and what it will take to get it fixed. With that information, you will be able to make an educated decision about what happens next.

The Basic Plan includes the following:

  • Server and backup monitoring
  • PC monitoring
  • Windows critical and security updates
  • Anti-virus updates
  • 1 hour response SLA Response
  • Limited remote support
  • Access to the Service Desk website
  • Weekly health check report
  • Discounted hourly rate for benchwork
  • Purchasing advice and project quotations
  • Maintenance night

Our monitoring systems allow us to anticipate problems on your server, PCs or with your backups and resolve them before they affect you. All servers and workstations included in the plan are checked to make sure that critical and security updates for Windows are running. We also make sure that anti-virus software updates are running on all your machines.

Our management system allows us to schedule maintenance tasks to run outside business hours. This means system maintenance work that previously would have disrupted your staff’s working day can now be scheduled to happen when your offices are closed.

For an additional fee you get access to our Service Desk between the hours of 8am to 6pm, Monday to Friday. So you only pay for our technician’s time when you need it. Our Microsoft accredited technicians can resolve your problem over the phone or can connect remotely to you wherever you are. All plans include access to our Service Desk Website. This allows you to check the status of any tickets you have raised with us and information relating to your support plan.

Our guaranteed 1 hour response applies to all our clients. Our first priority is to ensure that you are able to speak directly to a technician. In the event that one is not immediately available our system registers the time of your call, voice mail or email. At that point the clock starts ticking and everyone here is targeted to ensure that a technician gets back to you within an hour. We keep you up to date with a weekly report on the status of your system.

If a problem cannot be resolved remotely it is often more cost-effective for us to work on equipment in our offices. So we make it cheaper for you by providing a discounted rate for bench-work.

Professional Plan

The Professional Plan is aimed at businesses that want a thorough and robust support service. It includes all of the features of the Basic Plan, including server and backup monitoring, regular out-of-hours maintenance, security updates and of course access to our Service Desk website, but also builds on these services by offering a number of fantastic additional features.

The Professional Plan includes the following:

  • Unlimited remote support
  • Monitoring problems fixed
  • Discounted hourly rates
  • Extended service level agreement
  • Third-party supplier liaison
  • PC health checks & Malware clean-up
  • Support of printers and network equipment

We provide unlimited access to our Service Desk during standard business hours. This provides access to our Microsoft accredited technicians who can resolve your problem over the phone or can connect remotely to you wherever you are.

The commitment you show by choosing the Professional Plan enables us to offer discounted rates on our regular hourly rates. This means that any work we carry out that is not covered by the plan – system upgrades, office moves etc. – will be cheaper for you.

The Professional Plan comes with an extended service level agreement that guarantees the 1 hour response we offer all our clients but also includes a 30 minute response to critical problems.

We will work with your other suppliers where a problem requires their involvement. For example, if your Internet is down we’ll liaise with your ISP.

When your PC is running slowly it can simply be that it needs a spring clean. We include PC health checks if they are required to resolve a problem.

In addition to viruses, PC’s are threatened by malware. Under the Professional Plan we will clean up malware infections.

Fixing problems related to your printers and networking equipment is included in this plan.

Premium Plan

Our Premium Plan is the complete service for companies that require us to go that extra mile. It provides all of the services on the Professional Plan and a bit more.

The Premium Plan includes the following:

  • Support manager service
  • Semi-annual support manager visit
  • Emergency on-site support
  • Server hardware support
  • Emergency server rebuilds
  • Further discounts on hourly rates

A dedicated support manager is available for you to contact during standard help desk hours. This is a fast track to a senior engineer who knows you and your systems. In addition, your support manager will visit your site twice a year.

The commitment you show by choosing the Premium Plan enables us to offer further discounted rates on our regular hourly rates. So work we carry out that is not covered by the plan – system upgrades, office moves etc. – will be even cheaper for you.

Clients on our Premium Plan also receive the highest level of support in an emergency. If you need an engineer at your offices we will provide one within 4 hours. If hardware fails in your server then we’ll liaise with your hardware provider and get the server back up and running.

And in the event that the worst happens and the server needs to be rebuilt because of a hardware failure then we’ll do everything we can to get your mission critical services working again, as quickly as possible.

May 7, 2017