Forward IT's pre-paid support voucher option provides clients with a pro-active reliable and professional IT support at a discounted rate. Prepaid support is purchased in blocks of vouchers, with each voucher being of 30 minute duration. A minimum of 50 vouchers must be purchased. The voucher support includes all level of engineer expertise, ranging from a computer technician to a senior network integration engineer.
Pre-Paid support provides the following:
- Pro-Active monitoring of the network environment with the N-Able Monitoring Suite
- Phone support during Business Hours: 8:00am to 8pm Monday to Friday
- 24x7 After Hours Engineer for critical support
- Direct access to engineers via mobile for Severity 1 support
- Four hour response times for Severity 1 support (Upgrade to 2 hours available)
- Next Business Day response times for Severity 3 support
- Onsite and Remote support
- Job management and tracking
- Bi-Monthly (every 2 months) reports and meetings
- No penalty rates for work performed outside Business Hours
- Home IT visits for company directors and VIPs
- Secondary mail hosting service
- Regular Pro-Active Server Maintenance conducted monthly
- Access to highly discounted hardware & software pricing.