IT SERVICES & SUPPORT
At TSTEC, we have a proactive approach to IT support and strive to provide efficient and friendly IT services and support that will add value to all of our clients – giving them more free time to focus on running their business.
TYPES OF SUPPORT & RATES
Our offerings are split into two categories; remote support and on-site support. We service both retainer (SLA) and ad hoc clients, giving priority to our SLA clients, and offering first-come-first-served assistance to our ad hoc clients.
For companies that have five or more users, we prefer a well-managed and hands-on approach, which is why we also offer support and maintenance agreements to these clients.
Please note: We generally don’t charge a call-out fee but in certain cases – where the travel distance is substantial – we may request one. But don’t worry, we’ll always let you know before that call is made.
SERVICE LEVEL AGREEMENT (Retainers)
The Service Level Agreements (SLAs) offer set, scheduled site visits, on an ongoing basis. The purpose of these visits is:
- Preventative maintenance tasks such as optimising the operating environment, and removing malware, spyware and other unwanted software.
- Create a more intimate relationship with our clients and their operating environment, as familiarity helps with efficiency when we’re called out for support.
- Provides a platform from which we can catch problems before they happen, which help to avoid timely and expensive crises.
FORMULATING YOUR AGREEMENT
When it comes to speccing SLA and support packages, we don’t believe in a ‘one-size-fits-all’ approach. Each and every SLA is tailor-made for our clients, taking a host of factors into account – ultimately optimising the end-user experience.