FAQ IT Maintenance, Vouchers

MAINTENANCE CONTRACTS

Until recently, IT maintenance was reserved for large companies, but with the advance of the Internet, better services can be offered with a significant reduction in price. This means that accessible contracts are available for practically any micro-entity.

Contracts allow a company to allocate a fixed part of their budget to ensure that their IT equipment functions correctly, given that, nowadays, IT is a key part of any business.

1· Why pay for a monthly contract and not just when there is an incident?

Because our IT maintenance contract offers you continuous service: from our first visit for analysis and update, we will make sure that you have as few incidents as possible so that your business never stops. Furthermore, we offer phone support so that you can consult us whenever a question or problem arises in your day-to-day activities.

We assign you a team of specialists so that you are taken care of as well as possible.

  • Unlimited remote helpdesk assistance from the first day: for the quick resolution of all your questions and problems.
  • On-site assistance with nationwide coverage: specialists can arrive on site in less than 4 hours.
  • Monthly contracts with no ties. We want satisfied customers, not prisoners.
  • Intranet and customer support area: take control of your costs and manage your incidents comfortably.

2· What is the response time?

Responses are immediate seeing as our specialists receive an urgent notification whenever an incident is logged. You will be attended remotely within a maximum of 2 hours and within 24 hours if an on-site visit is required.

3· I need a quicker response time.

Contact us and we will provide you with a made-to-measure quote. We have response times of less than 2 hours and 24/7 service.

4· How soon will you send a specialist when a breakdown requires an on-site visit?

If a quicker time has not been contracted, the maximum time will be 24 hours after the notification of the incident.

5· I have a problem, how do I report it?

Once you have signed on as a client, you will be sent specific instructions on how to report incidents, but you can do it via our website, via a phone call or by sending an email.


VOUCHERS AND PER HOUR ASSISTANCE

1· What is the difference between a voucher and a contract?

When you buy a voucher, you are contracting a limited number of hours per year, whereas, with a contract, you get unlimited remote assistance and the on-site visits will depend on the contract terms.

2· Who are the vouchers designed for?

There are vouchers for 10, 20 and 50 hours and they are designed for companies who don’t want (or need) a monthly contract. When purchasing them you contract, in advance, 10, 20 or 50 hours of IT support time and this will give you the said amount of service time at a better price than if you simply pay by the hour.

They are used mostly by companies who wish to resolve one-off issues (an installation, various computer problems, etc.).

3· Don’t need maintenance and want to pay for assistance?

For freelancers and small businesses who have hardly any problems, you can hire us by the hour or else purchase a voucher. You can pay by the hour or with a voucher and both of these can be used for remote as well as on-site assistance.

4· For how many machines it is better to get a voucher instead of a contract?

There really is no set client profile or number of machines defined for this service. The choice has more to do with the company’s purchase policy than with the number of machines it owns.

5· When does the voucher run out?

The voucher runs out once the number of contracted hours has expired or else in 2 years if they are not used.

6· What happens if I use more hours than I have purchased?

Once the purchased hours have expired, the client can choose what to do.

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YmantFAQ IT Maintenance, Vouchers