Maintenance and Support Solutions

HTL's support offering lies at the core of our organisation, and is encompassed in our unique Techplan service.

HTL Techplan has been designed to provide you with the most flexible and cost effective support solution available.

Telephone Help Desk On-Site and Off-Site Support Remote Management Hardware and Software Support Large Supply of Spares & Loan Equipment Proactive and Preventative Service

Rapid Response Times 24/7 Service Available Liaison with Third Parties Complete Outsourcing & Bespoke Contracts Experienced, Trained and Certified Technical Staff

For most organisations, ICT solutions are the second most important part of their business after the people that work there. We recognise this fact, and will do our utmost to work with you to keep everything running smoothly.

There are three support options that HTL offer:

Call–out only. You would not retain our services & we would attend to any problems on the basis of a £150 call out charge (if work is on sited) followed by a rate of £150 per hour. We cannot guarantee a response time on this type of service. Telephone support is available via a premium rate telephone number charged at £1 per minute. Remote Management of client machines may or may not be possible depending on technology restrictions.

Retained Contract.  From £100 a month. For a monthly subscription fee a client would retain our services.

• You would be provided with access to our dedicated telephone support desk, who log, track and expedite all issues within your organisation.
• Remote Management gives us remote control over all of the systems in your organisation and allows us to remedy 90% of system faults without visiting site. This type of work is billed in half hour intervals.
• We guarantee to respond to your call within 1 hour of it being logged, and in the event of a critical fault we will guarantee an engineer on site within a specific time.
• All hardware and parts are charged at a discounted rate comparable to any deal you can get online or elsewhere.
• Labour is charged on sliding scale depending on type of contract and the expertise required. See Rate Table below.
• Call out charge is determined by distance engineer needs to travel. The head office on the contract can receive a fixed price for call out, whilst any other premises that require cover can be calculated on an ad hoc basis. In this way the Techplan covers any site, e.g. Directors Homes, Remote Offices etc.
• The client is given the facility to track the progress of all your support calls, both current and historical via the Internet.
• Option to have our Proactive Service. The proactive service monitors critical events on servers and workstations every 15minutes of every day. The helpdesk will alert you of any critical event and advise the action necessary to take. The client is sent a daily update, and a monthly report.
• Unlimited advice and consultancy is available without charge, but project work is quoted for on an ad hoc basis.
• Upgrade to 24 x 7 cover from just £400 a month. Please ask for details.

Premium Contract. From £4000 a month. For a monthly or annual fee you would outsource your IT to HTL. Each contract is custom made, and could include such features as:

• You would be provided with unlimited telephone support to our dedicated support desk
• Complete remote management. Remote Management gives us remote control over all of the systems in your organisation and allows us to remedy 90% of system faults without visiting site.
• We guarantee to respond to your call within a contracted time period.
• On Site engineer
• Fixed Rate for the whole year – no call out charges
• You are given the facility to track the progress of all your support calls, both current and historical via the Internet.
• Replacement and loan hardware available.
• Inventory and asset management
• Continual replacement and upgrade of company hardware
• Licence audit and compliance
• Option to have our proactive service
• Unlimited advice and consultancy is available without charge, but project work is quoted for on an ad hoc basis.

HTL Rate Card

Support Package		Call	Retained					Premium
		Out	L1	L2	L3	L4	L5
Monthly Subscription		£0	£100	£500	£1000	£2000	£3000	POA
Proactive Service
PCS	£/PC	-	£0.04	£0.04	£0.04	£0.04	£0.04	-
	Frequency	-	Daily	Daily	Daily	Daily	Daily	-
Servers	£/Server	-	£1	£1	£1	£1	£1	-
	Frequency	-	Daily	Daily	Daily	Daily	Daily	-
Reactive Support
Call Out		£150	Depends	On	Each	Client	£NEG	-
Guaranteed engineer on site (critical faults)		NA	Depends	On	Each	Client	4 – 8 hrs	-
£/hour	Engineer	£150	£90	£85	£80	£75	£70	-
	Technician	£150	£70	£65	£60	£55	£50	-