Managed Service Contracts
Zycom Technology recognizes that some organizations are seeking to out-task various business services that are not part of their core business: HR, Training, Marketing and now IT.
Zycom Technology offers organizations a full range of service level agreements and service contracts that can complement or extend their internal IT services or if desired, completely outsource their IT.
Since each client is different, we offer three base contracts that are then customized to the needs of the client. Typical customization involves identifying criticality levels and their matched maximum response times, extension or restricting of help desk to office or other applications, etc.
- Block of Hours Service Contract
Blocks of service hours may be purchased with rates set according to the range of hours purchased (price advantage for larger blocks of hours). Clients may use the hours for any type of service: Audit, new installation, troubleshooting and repair, migration, training, etc. A certain amount of these hours may be set aside for regular periodic maintenance or monitoring.
Client Type: Generally, this would be suited to those requiring on-call type of support or a large project is about to be undertaken.
- Monthly Service Contract
For those who would like a service contract that is based on certain services per time period such as maintenance, monitoring remotely with some on-call needs and help desk (either in-house or external), a monthly service contract may be attractive and provides a feeling of IT insurance.
Client Type: Generally, this would be suited to those requiring either on-call or more comprehensive type of support.
- Retainer Fund Service Contract
Instead of buying a block of hours, a Retainer Fund is established in blocks of $500 units, which is then billed against using preferred rates for technical staff. For example, those clients that have varying needs which require different expertise or wish to use specific System Engineers and want to be billed according to the type of job/expertise required could buy a $5000 Retainer Fund block. We have three categories of staff: Technicians, System Engineers, Consultants. This is the most cost effective approach for clients because they are only billed according to the type of work performed. Again, one could add to the contract a certain amount of preventative or monitoring hours per month.
Client Type: This is good for clients with varying needs.
For all of these options, we will assign a primary and secondary technical person as well as a service manager to be the primary point of contact. This assures the same people are dealing with the client and know the equipment, the IT services and configurations and staff.
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