CARISS Universal IT Maintenance Contract

The CARISS Universal IT Maintenance Contract includes:

1. All service work (Development/Installation/Maintenance) related to existing systems.
2. Cover for all future work and development that CARISS undertakes during the period of the contract.
3. Remote Assistance including help desk support.
   
   1. Available, Monday to Friday between 0900 and 1700
   2. If our support staff are not available our receptionist will ask the nature of the call and someone will call you back within an agreed time frame, or if the call is urgent, will connect you through to a technician's mobile phone.
4. Site visits as and when required and called for.
5. Remote monitoring of system including troubleshooting.
6. Pro Active checks.
7. Free OSS software updates as required.
8. ½ Day on-site maintenance per month (optional).
9. A quarterly cost analysis, agreeable to both parties.
10. Consultancy, support and advice as and when required.
11. No call-out fee.
12. Disaster recovery assistance.
13. Minimum monthly fee of £50.

* Out of hours support is available at additional costs.

Non-contracted clients

Telephone help desk or site visit support will be charged at

£1.50 per minute
£60.00 per hour
£650 per day
£5 per incident
£20 call out charge

* Out of hours support is available at additional costs.