Caretower Support & Service Contracts

We put a strong emphasis on consultancy and training, to ensure effectiveness of the selected solution. The same team of experienced staff that support customers at point of sale continue as the customer support team, upon purchase. This approach ensures that the sound understanding of the customer’s business objectives, requirements and processes is carried forward and applied throughout the support relationship.

As such we are in a position to resolve a range of support queries from basic user knowledge, to solving business based analysis problems and simple technical support

Our management systems and processes are to ISO 9001 and 14001 standards development. Other certified areas are CISSP.

Our people undergo continuous training and review, to ensure that our customers receive the best service possible. Plus all are certified in the products supported with vast experience and expertise in numerous network sizes and variation.

We have 3 different types of Support and Service Contracts available with varying SLA’s and services included. There are Premium, Gold and Silver support levels for all 3 different types of contracts. These are:

• Telephone support contracts with priority call handling
• Remote managed support contracts with priority call handling
• Onsite managed support contracts with priority call handling

More detail about our Support Contract and the full terms of SLA’s and support procedures can be downloaded at the bottom of this page

Telephone Support Contracts:

Premium Telephone Support (SKU: Premphone)

• 4 yearly on-site visits, to health check specific product set and report on product status.
• Priority call handling telephone support Monday to Friday 9am to 6pm with access to engineer’s mobile number for emergency 24/7 support.
• 1 year contract.
• Discount for additional support contract 10% for Premium, 15% for Gold, 20% for Silver.

Gold Telephone Support (SKU: Goldphone)

• 2 yearly on-site visits, to health check specific product set and report on product status.
• Priority call handling telephone support Monday to Friday 9am to 6pm.
• 1 year contract.
• Discount for additional support contract 10% for Premium, 15% for Gold, 20% for Silver.

Silver Telephone Support (SKU: Silverphone)

• 1 on-site visit, to health check specific product set and report on product status.
• Priority call handling telephone support Monday to Friday 9am to 6pm
• 1 year contract.
• Discount for additional support contract 10% for Premium, 15% for Gold, 20% for Silver.
  

Remote Managed Support Contracts:

Premium Remote Managed Support (SKU: PremRMS)

• Remote access 1 hour every 2nd week to view, update and make necessary changes, as authorised, on your software application server or appliance. Secure VPN client to be made available to Caretower by you.
• 4 extra hours, free of charge, to be used for remote access for support calls (if unused, will not be carried over).
• 4 quarterly on-site visits, to health check product set and report on each quarter’s remote sessions, including report.
• 1 day on-site training for this product for up to 6 people in a class.
• Priority call handling telephone support Monday to Friday 9am to 6pm with access to engineer’s mobile number for emergency 24/7 support.
• 1 year contract.
• Discount for additional support contract 10% for Premium, 15% for Gold, 20% for Silver.

Gold Remote Managed Support (SKU: GoldRMS)

• Remote access 1 hour every month to view, update and make necessary changes, as authorised, on your software application server or appliance. Secure VPN client to be made available to Caretower by you.
• 2 extra hours, free of charge, to be used for remote access for support calls (if unused, will not be carried over).
• 2 yearly on-site visits, to health check product set and report on each quarter’s remote sessions, including report.
• Priority call handling Telephone support Monday to Friday 9am to 6pm
• 1 year contract.
• Discount for additional support contract 10% for Premium, 15% for Gold, 20% for Silver.

Silver Remote Managed Support (SKU: SilverRMS)

• Remote access 1 hour every 2nd month to view, update and make necessary changes, as authorised, on your software application server or appliance. Secure VPN client to be made available to Caretower by you.
• 2 extra hours, free of charge, to be used for remote access for support calls (if unused, will not be carried over).
• 1 yearly on-site visit, to health check product set and report on each quarter’s remote sessions, including report.
• Priority call handling Telephone support Monday to Friday 9am to 6pm.
• 1 year contract.
• Additional remote access cost £60 per hour.
• Discount for additional support contract 10% for Premium, 15% for Gold, 20% for Silver.
  

Onsite Managed Support Contracts:

Premium Onsite Managed Support (SKU: Preman)

• 1 day every week for a year, to health check and manage software application server or appliance. The customer should still manage their product. In this every quarter we will issue a report on the status and advise customer on what is needed.
• 12 hours of Remote access, to be used for remote access support calls (if unused, will not be carried over). Secure VPN client to be made available to Caretower by you.
• 1 day on-site training for this product for up to 4 people in a class.
• Priority call handling telephone support Monday to Friday 9am to 6pm with access to engineer’s mobile number for emergency 24/7 support.
• 1 year contract.
• Discount for additional support contract 10% for Premium, 15% for Gold, 20% for Silver.

 

Gold Onsite Managed Support (SKU: Goldman)

• 1 day every second week for a year, to health check and manage software application server or appliance. The customer should still manage their product. In this every quarter we will issue a report on the status and advise customer on what’s needed.
• 8 hours of Remote access, to be used for remote access support calls (if unused, will not be carried over). Secure VPN client to be made available to Caretower by you.
• 1 day on-site training for this product for up to 4 people in a class.
• Priority call handling telephone support Monday to Friday 9am to 6pm with access to engineer’s mobile number for emergency 24/7 support.
• 1 year contract.
• Discount for additional support contract 10% for Premium, 15% for Gold, 20% for Silver.

 

Silver Onsite Managed Support (SKU: Silverman)

• 1 day every month for a year, to health check and manage software application server or appliance. The customer should still manage their product. In this every quarter we will issue a report on the status and advise customer on what’s needed.
• 5 hours of Remote access, to be used for remote access support calls (if unused, will not be carried over). Secure VPN client to be made available to Caretower by you.
• 1 day on-site training for this product for up to 4 people in a class.
• Priority call handling telephone support Monday to Friday 9am to 6pm with access to engineer’s mobile number for emergency 24/7 support.
• 1 year contract.
• Discount for additional support contract 10% for Premium, 15% for Gold, 20% for Silver.

 

	Download Caretower Support & Service Contracts 2008
	Download Caretower SLA 2008