How "Support On Demand" works
Traditionally I.T. companies will charge you for support on a retainer basis (e.g. a fee each month irrespective of whether they do or don't work for you), or by charging each time you need support, often with a minimum charge.
We decided to look at support differently, and imagine you are calling an I.T. Manager within your company. Under those circumstances, you'd not be charged for each call, nor charged for an hour when it took 10 minutes to help. "Why couldn't outsourced I.T. be as flexible?", we asked.
Now, with our Pre-Paid Support On Demand Service, it can.
Opening an Account
When you first open an account with us, we'll setup a minimum "Top Up" level on your account. The size of this will depend on the size of your company, and the anticipated volume of work we'll do with you, measured in hours. Our minimum for small companies is just 5 hours. We'll ask you to pay for this time up-front, at the hourly rate applicable to your account, and this time is added to your Pre-Paid Account. That time then sits on your account with us until needed.
Getting Support
When you decide you need our support, you simply open an Incident with our Helpdesk, providing details of what you need help with - and because you have Pre-Paid Support, as soon as an engineer is available, we can begin working on your issue, without needing paperwork and red tape processes to authorise the potential charges. This means that your case will be worked on quickly, and without fuss. Our charge will be debited from your account, in minutes for the time we spent dealing with it. So, if it takes us 14 minutes, we'll charge you for 14 minutes.
Controlling Support
With Pre-Paid Support on Demand you remain in control, as you can choose to top up by as little or as much as you like, only subject to that base amount as setup for your account. You can also choose to limit access to your account to named persons only, so that other staff don't run up your support call costs. At any time you can go online on our Web Site and view the incident numbers and time spent on cases.
Keeping your balance
Our Pre-Paid Support on Demand service also has no nasty catches - you don't have to use time every month, so you can keep support time until you need it most. All we ask is that you use the service once every 12 months to keep your account open. When you run low on time, you can top-up the account again, and when you top-up by amounts larger than your minimum we often offer free bonus hours, so you get even better value.
Want to know more?
To find out more, or open an Account for Pre-Paid Support on Demand, just contact us and we'll be happy to help.
Further Reading:
> How Pre-Paid Support on Demand works
> Why
choose Pre-Paid Support?
> Return to Managed I.T. - Support on Demand
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