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Small Business IT Support

Sealpoint Services and Service Levels

 

Sealpoint will support and maintain its delivered hardware for a period of 1 year under warranty and thereafter for as long as the original manufacturers provide their product support.  Hardware maintenance is normally by module or unit exchange.  The client is responsible for supplying all product consumables.

Sealpoint will support and maintain the installed software as fully as the original manufacturer allows.  This support is limited to the installation, configuration and integration of applications into the client’s system.  Program operations and usage support remains a matter for direct contact between the client and the relevant software manufacturer.

Sealpoint offers a remote support service that is active from 6.00pm to 10.00pm on weekdays and from 9.00am to 5.00pm on Saturdays.  Clients request support by logging on to ‘Support’ on the sealpointcomputing.com website and filling out the Support Request Form.  Support requests will be acknowledged by e-mail with an Action Plan.  Sealpoint will implement the plan within 36hrs whenever possible.  Support and maintenance tasks that require an on-site visit can only be carried out at weekends between 9.00am and 5.00pm.

The Sealpoint support costs are based on the number of installed PCs and are typically £15.00 per week per PC.

Sealpoint can supply and install all the hardware and software needed to equip an IT system for remote support.  These products are priced at the manufacturer’s suggested retail price plus a 20% installation and setup charge.  On-site visits attract a callout charge of £30.00 for systems installed within 30 miles of Southsea and £60.00 for those situated between 30 and 60 miles away.  At present Sealpoint support is unavailable for businesses beyond the 60 mile limit.