With an ingenious new network service level agreement available from Teklab called NetAID. NetAID allows you to purchase blocks of support, and use them, as you require. Contrary to the classic service level agreement, NetAID is not billed to your company on a monthly basis. You purchase support units, and use them at your own pace, when you run out of support units, simply purchase more. NetAID covers the entire spectrum of IT support:
. Telephone Support Support queries can be routed directly to the Teklab support desk. All support calls are logged, and statements submitted on a monthly basis. This allows you to track the efficiency and proficiency of your users.
. On site support Systems engineers are able to come to your site to offer personalized network or user support. Support engineers can also train end users.
. Workshop support Computers can be repaired, assembled, upgraded and software installed in our workshop.
. High-level support Highly skilled consultants can be called upon to offer advice and deal with highly technical issues
. NetAID support units don`t expire
. Remote Network Management
Teklab will shortly enhance the Telephone Support service to include a remote management service. This will allow our engineers to take control of your network remotely, allowing us to deal with queries more efficiently. Now your network will be up in minutes instead of hours/days.
Telephone vs. on-site support
We have also made a startling discovery - the average on-site support call is dealt with in approximately 20 minutes, however the customer is billed for the entire hour. In addition to that, travel time and associated costs are also billed for. For this reason we have introduced the Teklab Helpdesk. All calls are routed directly to our helpdesk (by calling our 0861-100-105 help line) where a high-level engineer will take the call. Telephone support is also split into smaller (6 minutes) units, and you only pay for the duration of the call
What`s the catch?
The concept is based on the very basic principle of time management. Purchasing the support up front from Teklab allows us to better manage our time, and therefore be more efficient. This cost saving is passed on to the end user in the form of discounted rates. The bigger your purchase, the bigger your saving.
The Support Unit
In order to simplify the management of the support, we have chosen to combine all our different forms of support, and use a common denominator for tracking purposes. Support Unit`s form the foundation of NetAID. For example, one hour of high-level consultation will use 10 units, and one hour of workshop time 6 units. Telephone support is billed at 1 support unit for every six minutes of telephone support supplied. The support units may be used in any combination.
NetAID support units are re-valued every 12 months to compensate for inflation rate fluctuations. Telephone support calls are billed in 6-minute units or part thereof
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