What is it?
The brokenStones Ad-Hoc IT support service is designed to provide assistance for all support issues not covered by a current support agreement. It is a reactive service provided in response to a customer request that offers a single point of contact for all support issues.
When is it provided?
Support hours are considered to be that of a normal five day working week. Support outside of these hours is subject to an additional charge. Customers who regularly work and require support outside of these times may wish to discuss a tailored support agreement to suit their circumstances.
Hows is it provided?
Wherever possible, support will be provided remotely via the phone, email or remote control software. In circumstances where it is impractical to resolve a support request remotely an onsite presence may be required.
In all circumstances a support ticket reference should be obtained by the customer and used when referring to a specific support issue.
Support tickets should be raised via one of the pre-approved methods:
- the brokenStones customer support portal
- the designated brokenStones support email address
- the designated brokenStones support telephone number
To enable remote support a user shall be expected to navigate to a given web site and run a specified link. This will enable brokenStones to gain remote control of a users machine to assist in providing diagnosis and problem resolution.
How is it billed?
The standard rate for onsite or remote support is the same; the general consensus among customers has been they care more about the problem being fixed than if it is done remotely or onsite.
Remote support
Remote support is calculated per half hour or part thereof.
Onsite support
Onsite support is calculated per hour or part thereof. In addition there may be an additional charge based on distance to cover travel time and expenses.
What’s not included?
Support does not cover hardware parts. If required, these can be procured by brokenStones at very competitive rates. We recommend that a suitable hardware warranty should be in place where required.
Support does not extend to user training and education on the operation of hardware or software. User training on the operation of hardware or software may be subject to an additional charge. Whilst we do not profess to be experts on a particular piece of software we are happy to share our knowledge and experience to help guide the user through a given issue.
IT consultancy
brokenStones will be on hand to provide expert advice and consultancy services on any IT related matters. Whilst we are happy to provide general advice, small consultancy projects may be billed per hour at the standard rate, larger consultancy projects will be detailed and quoted for in advance.
