Maintenance & Ad Hoc Support

Maintenance

Orchard Computer Services have been providing support and maintenance since 1990. Our contracts are designed to meet your individual businesses requirement and budget. We achieve this by offering numerous upgrades and options to our basic Silver cover.

The key features of our Silver Contract are:

24/7 remote monitoring
Unlimited access to telephone support 9:00am to 5:30pm, Monday-Friday
Unlimited onsite assistance to troubleshoot and resolve issues
4 working hour response for Business Critical issues
8 working hour response for all other issues
You decide the urgency!
Repair or replace faulty PC & File Server hardware, routers, switches and UPS’s. Includes all parts & labour (except consumables and batteries).
Investigate and resolve issues with File Server and PC Operating Systems. Then assist with reinstalling application software.
Maintenance of user accounts, mailboxes, internet access and user rights.

And so much more!

Our Gold upgrade adds an offsite backup solution.
Our Platinum upgrade also ensures that key information is copied to a data centre. Whichever contract you decide on there are numerous Options available.

Click here to download the full list of contract benefits, upgrades and options

Ad Hoc Support

If you prefer, Orchard can provide Ad-hoc support on an hourly basis. This type of support can be purchased at a discounted rate if you buy a block of hours in advance. This also ensures that your problems receive the same guaranteed response times as those provided by our maintenance contracts. The pre-paid hours can be used for almost anything IT related including installations or upgrades.

Orchard Computer Services | Support Options

Silver Support

This includes all the core IT services that most organisations find useful:

Unlimited access to telephone support during normal working hours (09:00 - 17:30, Monday - Friday). Contact can be initiated by any member of your staff. We recommend however that you nominate someone to be our normal point of contact. We can then liaise with that person to ensure they are fully aware of the current status
4 working hour response for Business Critical issues
8 working hour response for all other issues
You decide the urgency!
Day to day technical advice for any aspect of hardware or software operation for which we are competent
Repair or replacement of faulty PC and File Server hardware including parts and labour
Repair or replacement of faulty Routers, Switches and UPS including parts and labour (excludes UPS batteries)
Investigate printing issues and make configuration changes etc.
Investigate issues with portable devices, such as notebooks and assist with configuration changes etc
Reinstallation and configuration of Operating Systems and other key software, providing installation media and / or licence keys are made available
Re-installation of application software (providing installation media and / or licence keys are made available) and restore data (providing adequate backups are made available).
Maintenance of user accounts, mailboxes and internet access
Maintenance of user rights and firewall settings in server based networks
Assistance with routines such as restoring files from tapes etc.
Undertake routine software updates that will benefit the operation of your computer systems
Undertake system software configuration changes
Monthly scheduled server check to identify any potential weaknesses or failures before they become critical. Results will be reported by email to your nominated contact.
Liaise with third party suppliers of IT services on your behalf
Maintain a record of all events affecting the IT systems which become known to us, in order to monitor performance and reliability
Advice on appropriate maintenance and development strategies

Upgrade to Gold Support

In addition to all the services provided with Silver Support: We will set up and manage a secure automatic backup of critical data to a remote site (another office or directors home)

Upgrade to Platinum Support

In addition to all the services provided with Silver Support: We will set up and manage a secure automatic backup of critical data to a remote site (another office or directors home) and also to an Independent Data Centre

Anti-Virus insurance option

We will resolve problems with computers infected with adware, spyware or malware, that originates from any source, providing adequate anti-virus protection is in place throughout the cover period.

Printer Cover option

Provides additional cover for printers that includes all parts (excludes consumables) and labour.
(negotiated according to your specific requirements)

Portable Device Cover option

Provides additional cover for portable devices, such as notebooks, and includes all parts (excludes consumables) and labour.
(negotiated according to your specific requirements)

Enhanced Response option

Business critical problems will be responded to within 2 working hours. A named engineer will be nominated as your principal IT contact. They will deal with your support issues whenever possible.

Extended Hours option

Guaranteed response outside of normal working hours (negotiated according to your specific requirements)

Enhanced Monthly Monitoring option

As per our Silver Support, there will be a monthly scheduled server check to identify any potential weaknesses or failures before they become critical. Results will be reported by email to your nominated contact.

However, once per quarter the monthly server check will be conducted onsite and followed up with a meeting to discuss to the findings and our recommendations.

Enhanced Remote Monitoring option

Daily monitoring of overnight backups and respond automatically to problems as they arise Weekly scheduled server check to identify any potential weaknesses or failures before they become critical. Results will be reported by email to your nominated contact

Application Support option

Software and user support for specific products for which we have the skills available. This will sometimes complement, rather than replace the support service provided by the software supplier.