Onsite Support
Key Questions
Unfortunately irrespective of how good your proactive monitoring and how efficient your High Availability strategy is, not all incidents can be fixed remotely and an engineering visit will be required to address the issue.
To ensure that uptime is maximised, Capito have a resident team of qualified engineers who provide hardware, software and networking on-site maintenance services within an agreed SLA and ensure that productivity is restored in a manner which reflects your business needs.
Covered?
As hardware becomes more of a commodity, manufacturer’s warranties more extensive and solutions more resilient, IT managers constantly weighing up the benefits of undertaking support contracts versus the cost implications.
Whilst this is a fair point for certain low level IT resource’s, you must always consider the impact of not being protected. Even if you are covered under a manufacturer warranty, you may find the stipulations and response times may still be an inhibitor to your business. However if you do neglect to undertake suitable you should be fully aware and haven given serious consideration to the consequences!
At Capito we are extremely proud to not only have a qualified pool of engineers available to deliver support services to the highest quality, but that this service has been further qualified by Hewlett Packard and sees Capito as an HP Preferred Support Partner across both their full Server and Desktop range.
Adequately Covered?
Even if you do have support coverage, a constant appraisal should be undertaken to see if this coverage reflects your business needs and the expectations of your clients.
It maybe that as an IT Department you have SLA’s with certain internal clients with respect to restoration of service, and that you feel by backing this support off to a service provider you are adequately covered. However although the risk is mitigated somewhat in such instances, you must take account of travel time, part availability and service restoration!
At Capito we have tried to alleviate such “holes” through our Zero Touch (ZT) portfolio of support products. As part of any support undertaking we initially engage with the client to understand their business needs and expectations of system outage, applying solutions and resources accordingly. This approach has led to several stunning successes in the support services market, epitomised in particular with the contract to support over 52,000 desktop devices for BT throughout the UK on resolution to fix contracts within 2 hours!
What If…
Unfortunately it may transpire that you are exposed from a support perspective. Should this situation arise Capito will be there to help.
As part of our portfolio we offer a Time & Materials service and will endeavour to ensure your inconvenience is minimised with a guarantee on all services undertaken.