IT Support Services

1. axis NetTimePlus

1.1 Technical Resource Packs

For those customers wishing to draw upon our highly-skilled technical team without committing to a fixed price contract, or those who wish to utilise our expertise on a more ad-hoc basis, there is the option to purchase Technical Resource Packs. These packs provide you with the flexibility to use support and installation units as and when you need. 
 

What is NetTimePlus?

AXIS NetTimePlus is sold in packs of 40 units and each unit represents up to 15 minutes of time on a single event. Where an event takes longer than 15 minutes, additional units are used.

What can I use my units for?

The resource units in your AXIS NetTimePlus Pack can be used for telephone, remote and on-site technical support, hardware maintenance and installation services.

Is the level of support comparable to the support offered to contract customers?

Support Incidents relating to non-critical issues can expect a first response within 4 hours, whilst we aim to respond to critical issues within 2 hours.  NetTime Plus response times are reasonable endeavours only.

If you require faster or guaranteed response times then one of our SystemCare Support Contracts should be considered.  Please ask you account manager for details.

 

What is the cost of an AXIS NetTimePlus Pack?

Units are sold in packs of 20 (£450) or 40 (£800).

 

The units last for 12 months from the date of purchase. If any units remain after 12 months these can be retained by topping up to 40 units.

 
 
 
 

 

Can I use AXIS NetTime for Preventative Maintenance?

Yes, you can use it for preventative maintenance, such as onsite or remote health checks and patch deployment, however it cannot be used for daily activities such as Tape Log Monitoring.   For a fully proactive service consider SystemCare.

Can I use AXIS NetTime units for Hardware Maintenance?

Yes – either on-site or workshop repairs can be covered by your NetTimePlus Units. The cost of replacement parts or loan equipment, however, cannot be met using AXIS NetTimePlus units.

What about Traveling Time?

If you use your units for on-site support then we will include traveling time in the calculation of the total time spent. To avoid contentious issues, such as extra time spent in traffic jams or where engineers are traveling direct from their home, we use a fixed number of units based on your distance from the nearest axisfirst office.

For distances up to 25 miles, we assume a traveling time of 30 minutes (or two units) in each direction. We allow 60 minutes (four units) for distances of up to 50 miles and 90 minutes (6 units) each way for distances up to 100 miles.

 

How does it work?

Each unique event booked with our Sales Team or Help Desk uses one unit, which covers the first fifteen minutes of technical resource. Each time the time spent exceeds a fifteen-minute block then an additional unit is used. 

Does my network need to meet any requirements before buying a NetTimePlus Technical Resource Pack?

Yes – firstly, it must be a Microsoft Windows-based network; we do not offer support on Linux networks, for example. Secondly, we must be able to access your network remotely using either RDP or LogMeIn.

How Do I Purchase an AXIS NetTimePlus Technical Resource Pack?

If you currently have a credit account with us and one or more support contracts already in place, then you can order your AXIS NetTimePlus Technical Resource Pack using your usual account facilities.

If you do not have a credit account and support contract with us then the AXIS NetTimePlus Technical Resource Pack must be paid for in advance – either by cleared cheque/bank transfer or by credit/debit card.

 

 

2. axis SystemCare & SystemCare Plus

2.1 Managed Services for your IT Network

IT is a valuable asset to your business; every moment of downtime is costly and frustrating.  When you have a problem, you need to know that you have someone that you can call. You also need to know that you have access to resources that can see the problem through without a bill mounting up as the clock ticks.  axis SystemCare and SystemCarePlus are designed specifically to provide proactive and reactive support for businesses running Microsoft Windows Server or Microsoft Small Business Server at a fixed monthly cost. 

 

What Service Level can I expect?

As standard, all SystemCare and SystemCarePlus contracts carry a Call to Response Service Level Objective (SLO) of 2 Hours for critical calls and 4 hours for all other calls.  If you require a more stringent SLO (for example 1 Hour Call to Response) bespoke options are available for contracts of 100 workstations or more.

Does your service include proactive maintenance?

Yes, SystemCare includes Patch Management and the axis Pulse Daily Server Check.  SystemCarePlus also includes axis Pulse 24 x 7 Server Monitoring.

Does the contract include hardware maintenance?

Yes, axis SystemCare includes PARTS EXCLUSIVE hardware maintenance. For PARTS INCLUSIVE cover you should choose SystemCarePlus or add on a hardware maintenance contract.

How do I book a call?

Calls can be booked online 24 x 7 x 365, by email or by calling our Support Line on 01278 422219.  Telephone lines are manned during our standard working hours; 8-5 Monday to Friday (excluding statutory holidays).  Extended hours coverage can be provided as an option subject to quotation.

What happens if your technicians are busy?

You can speak to helpdesk reception who will book a call back for you; you may also submit support requests by email or online at www.axisfirst.co.uk/technology/support/

I have software installed that is not included on your Supported Products list, how do we get support on this?

In this case there are two options: you can either book an engineer at our standard rates or you can buy an axis NetTime support pack in advance. The latter option will give you preferential pricing over our standard hourly rates.

I only want cover on a selected number of PCs or Products, is this possible?

No, because an issue on one PC or Product may impact on the entire network, axis SystemCare is only available if all PCs and Servers on a site (or connected to a site) are covered.

Does the contract include re-installing Windows if a hard disk has failed or the operating system has become corrupt?

This type of cover is known as Gap Cover.  It is included where your server is covered either by axis SystemCarePlus or by axis SystemCare in combination with axis hardware maintenance.

We have our own IT staff but wish to have an additional support company to help out, is axis SystemCarePlus the correct solution for us?

Yes it is. We offer a flexible discounting model for axis SystemCare and SystemCarePlus agreements based upon the level of in-house IT skills (i.e. the levels of Microsoft certification held) and resources (i.e. the ratio of IT staff) you have.

 

*Subject to fair usage policy.