At Isle we are very proud of our support contract services. A rapidly growing number of South Yorkshire businesses depend on us to keep their IT systems healthy and reliable.

Our support contracts are tailored to the individual needs of each of our clients. We act as your ‘virtual’ IT department, on call whenever you need us so that you can get on with the running of your business.

You may not have a support contract at present, or you may feel that there is room for improvement with your existing support contract provider. The following frequently asked questions provide more information about our support contract services:

1. What is an Isle Premium Support Contract?
2. Does my company need a support contract?
3. What are the main benefits of the Isle Premium Support Contract?
4. How much will a Isle Premium Support Contract cost?
5. How long does the contract last?
6. How do I pay for the Premium Support Contract?
7. What do I do next?

1) What is an Isle Premium Support Contract?

The Isle Premium Support Contract is an agreement between Isle Communications Group and your company guaranteeing you comprehensive support for every aspect of your IT infrastructure.

This infrastructure may include PC systems, software, one or more file servers, peripherals such as scanners, printers, digital cameras, laptops or more specialist equipment such as uninterruptible power supplies or video conferencing equipment.

All items contained within the scope of the contract are covered for almost every eventually. Details of the level of cover provided can be found in the benefits section.

The contract is designed to give you complete, cost effective peace of mind.

2) Does my company need a support contract?

If your business depends on its PC systems and IT infrastructure, then the answer is probably yes.

• If any of your PC systems or file servers failed, what would be the cost to your business?
• How long would it take you to arrange for a repair or replacement, and at what cost?
• Do you have any internal IT knowledge and if so what if that person(s) is not available?

Our support contract clients enjoy the peace of mind our service provides. Each client knows that fast, reliable support is only a phone call away. We provide a guaranteed response time to all call-outs and immediate replacement if a repair is not possible.

Full details of the level of cover provided are contained in the benefits section below.

3) What are the main benefits of the Isle Support Contract?

The Isle Premium Support Contract contains a range of benefits as follows:

• Guaranteed On-Site Response Time – we provide a guaranteed eight-hour response to all file server related call outs and an 24-hour response to all other calls
• No Additional Charges – Our Premium Support Contract covers all call-out, labour and parts charges that you might otherwise have to pay
• Repair/Replacement of faulty hardware – we will attempt to repair all hardware faults. If we cannot repair a particular item or a repair is not practical, we will replace the item new for old with a current equivalent
• Priority over non-contract clients – as a Premium Support Contract client all your needs and requirements will be dealt with as our main priority, ensuring the fastest response
• Free Quarterly Preventative Maintenance Visits – one of our Senior Technicians will visit you every 3 months to carry out routine housekeeping and maintenance on all equipment covered under the scope of the contract, with particular attention to PC systems and file server(s). The work involved includes installing the latest service patches, optimising hard drives and file structures, checking network configurations and protocols, etc. A full written report is provided after each visit detailing any areas of concern and/or suggestions for improvements where relevant
• Six-Monthly Premium Review – every six months we will review your contract premium with you. Our internal software systems monitor time spent on your behalf and other expenses incurred by us in support of your network. Using this information and in conjunction with you we will amend the premium where necessary to ensure that you always get best value for money
• Unlimited Free Technical Advice, Support and Guidance – via our telephone technical support service and technical visits, we aim to provide comprehensive advice and support concerning all aspects of your IT requirements. As such, we are always delighted to be work with you on any IT projects.

4) How much will Isle Premium Support Contract cost?

Each Premium Support Contract is different and depends on the age, nature and specification of your own IT infrastructure.

In order to provide you with an accurate quotation, one of our technicians will conduct a full inventory of your hardware and software so that we can estimate the level of support required.

The hardware audit is carried out free of charge and does not place you under any obligation. In addition, you will receive a copy of the hardware audit in both printed and electronic format.

Every six months we review your IT infrastructure and use of our support services to ensure that the contract premium is an accurate reflection of your use of our services and that you always receive value for money.

5) How long does the contract last?

The Isle Premium Support Contract has a minimum term of 3 months as payments are made quarterly in advance. If, however, you wish to cancel and the end of a 3 month period, you are free to do so without penalty.

The contract premium is quoted on an annual basis so that you can compare our charges with other providers.

We are committed to providing the highest quality products, services and support to all our clients and such do not believe in imposing minimum contract terms or cancellation periods/penalty payments.

Because you are free to terminate the contract at any time if you are unhappy with the service provided, we have an even greater incentive to ensure that you are always totally satisfied!

6) How do I pay for the Premium Support Contract?

The contract premium is payable quarterly in advance. We prefer our clients to set up a regular standing order for payment of the premium to reduce our administration, but payment upon invoice can be accepted subject to our agreement.

If you need to cancel the contract for any reason, the unused proportion of the prepaid quarterly amount will be refunded upon our receipt of your cancellation instruction.

7) What do I do next?

If you feel you would benefit from an Isle Premium Support Contract, or would like to discuss the benefits in further detail, please contact our Sales Department on (01302) 325555 or e-mail us at sales@isle.co.uk.

We will be delighted to visit you at your earliest convenience or arrange for an immediate hardware audit. Please remember that the hardware audit does not place you under any obligation, but will enable us to provide you with your bespoke quotation.