It’s nice to know what you’re leaning on
Technical support comes in many shapes and sizes. We know it can be a confusing process if it isn’t handled correctly, so here at BothRealities we make sure you know exactly what you’re paying for.
We supply all our customers with a Service Level Agreement (SLA) which, as the name suggests, is an agreed guarantee of the level of support BothRealities will provide to you.
We believe that this level of transparency, coupled with the quality of our service, makes BothRealities the best technical support available.
Service Level Agreements
BothRealities provide flexible support agreements to many businesses and charities across the United Kingdom, with the majority of our SLAs being based in the South Yorkshire region and its surrounding areas.
We offer multiple levels of support and protection (each of which can be tailored to your specific requirements). From simple break/fix within a guaranteed response time to full network management and hardware coverage (if it breaks, we fix it and cover any hardware cost). We even have an option providing all of the above with a technology refresh of Energy Efficient IT all wrapped up in the cost of the support agreement.
Our packages include:
Silver Cover
- Dedicated Technical Account Manager
- Direct line to assigned Technical Account Manager
- Unlimited Onsite Labour
- Unlimited Remote Support
- Unlimited Telephone Support
- Remote Server Monitoring
- Guaranteed competitive response levels
Gold Cover
- All the benefits of Silver Cover, plus:
- Costs of any replacement parts included in the support agreement
Platinum Cover
- All the benefits of Gold Cover, plus:
- Hardware Refresh with Energy Efficient IT Equipment
All of our standard agreements work on a 3 month rolling basis. This means you are never committed financially to a long contract. We choose to maintain our customer relationships based on the quality and value of our service, not by tying you down against your will.
Each of our support customers have an assigned ‘Technical Account Manager’, who is personally responsible for the day to day management of each customer’s technical services and is your primary contact for any technical, sales or support queries you may have.
Our BothRealities team is comprised of multiple IT professionals (certified by the likes of Microsoft, Cisco, VMware etc), so no matter what your requirements are, you can be assured that our highly trained technicians are there to help you every step of the way.
PayGO
For customers who do not require a Service Level Agreement we can provide ‘Pay as you Go’ services and support, for more information please contact an IS Technical Specialist.
