Atronic Systems offers its customers the option of and highly
recommends having a maintenance and support agreement on their
systems and networks. Our support agreements are a flexible and
cost effective method to ensure that your systems are properly
maintained, provide maximum availability, get the support they
need when they need it and service delivery costs that are
predictable and consistent.
agreements are based on a “block time agreement’ which simply
states that the customer agrees to pay ASI for a set number of
hours on a recurring monthly basis. ASI in turn, agrees to
discount the hours that comprise the agreed upon block of time,
waive any overtime surcharges associated with work performed
outside of normal business hours and provide first priority
service delivery. We also have a plan that is a monthly fee that includes unlimited support based on computer problems. (Not for training purposes.) This plan is for clients that need high availability on a daily basis or someone that would like to budget for months in advance.
clients that are not familiar with the benefits of having a
support agreement with Atronic Systems question why it is to
their advantage to have a support agreement as opposed to just
requesting service when they need it. We've listed some of the
pro's and con's associated with having a support agreement vs.
time and materials service delivery.
With a support
Without a support
Pro-active support vs. Reactive
customers receive pro-active support, in addition to the
normal reactive incidents, ASI makes regular monthly
inspections of their systems. Because of the agreement,
gaining approval for pro-active maintenance is not
required. Error logs and firewall logs are analyzed.
Small problems are found before they become big
problems. Service packs, patches, virus alerts and
updates, network security issues and spyware are some of
the many things that pro-active support can catch before
they become major issues that affect your operations and
are more difficult and more expensive to resolve.
PC and network support for
clients that do not have a support agreement is
delivered on a reactive basis. When a problem occurs
that must be addressed because it is impairing
operations, a call is placed for service, the service is
scheduled. the problem must be diagnosed and repaired.
During the scheduling and troubleshooting process normal
operations are affected due to problems that might have
easily been averted through preventative maintenance.
Regular contact vs. only
responding to problems
customers know that they can contact us within the terms
of their agreement for any reason and there will not be
any charges beyond there regular agreed upon monthly
charges. This benefits the client because they can
realize a much greater return on investment by utilizing
features of their IT systems they may not have even
realized were possible. We maintain a regular dialog
with the client as well as their systems. This results
in a much higher level of familiarity with your network
systems and establishes a baseline of how things looks
when everything is working normally which tends to makes
problems much easier to identify and resolve when things
are not working normally.
Clients that do not have a
support agreement tend to only contact us for support
when they feel that they have to, due mainly to working
on a time and materials basis. This practice often
results in smaller problems growing into larger problems
before being addressed. The troubleshooting process is
more difficult because we must dig further into a system
to decide how and when a problem might have
started. Without a baseline of how your network
looks when there isn't a problem requires additional
research and familiarization time to resolve issues.
Flexible service delivery
Because after hours
surcharges are waived for support agreement clients,
they have the flexibility to have services
provided when it is convenient to their schedule. This
increases overall system availability as well as the
productivity of your users.
Time and material
customers must decide whether or not it is worth it for
work to be done at after hours rates or to have
their business interrupted for minor, routine
maintenance during their production times.
Priority service delivery
Our support agreement
clients receive the highest service queue priority.
Although we do our best to
provide fast service delivery to all of our customers,
situations do occur that require priorities to be
applied and it’s only right that the clients who have
contracted with ASI for their support should receive
priority service delivery.
Predictable costs for service
Having a support agreement
allows our clients to budget for a regular monthly
expenditure associated with the cost of maintaining the
IT systems that their businesses depend on. We make
every attempt to keep the costs associated with our
service delivery within the confines of the agreed upon
block time agreement.
Without a support
agreement in place there is no way to predict the costs
associated with service delivery.
Because the hours
associated with the support agreement are discounted and
after hours charges are waived for support agreement
customers, it is a much more cost effective solution to
Time and material rates
are not discounted and after hours surcharges apply to
work done outside of normal business hours.
Pro-Active support, regular
contact with you and your systems, no surcharge for after hours
service, priority support, predictable expense and the lowest
cost of ownership are all reasons that having a support
agreement with Atronic Systems to maintain your IT systems is
in your best interest and will result in fewer problems with
your systems and lower costs associated with keeping them up and
In our 20
years experience, clients that have support agreements
consistently run better, with fewer problems and fewer
interruptions to their production workflow when compared with to
time and material clients. In addition to running better, our
support agreement clients utilize far more features and
technologies of the systems they have and generally work more
efficiently than time and material clients and above all,
these benefits are delivered at a consistently lower cost of
ownership and support.