ComputerBites understands that every business is unique and because of this we offer various support options that best suit your IT needs.

Our standard support contract gives the customer a guaranteed time for ComputerBites to respond to a request for support. The standard is a four-hour response although, if specified, our response can be quicker for critical devices. Through the use of VPN (Virtual Private Network), most response and resolution times are within minutes.

We are proactive in our approach to IT, which means checking backups, disks and disk space, ensuring that any server errors are acted upon as well as general house keeping. Through the use of VPN and other monitoring solutions we are immediately informed should a problem occur.

Each support contract contains an SLA (Service Level Agreement) which outlines the role and responsibilities of both parties.

Our service contract also includes the following:

1. telephone, on-site and remote access support
2. all monitoring
3. implementation of service packs when released by Microsoft or Apple
4. application of standard software updates
5. reassurance that virus scanners are kept up to date
6. priority response compared with non-service contract customers
7. preferential treatment if subscribed to the appropriate service
8. supply of backup infrastructure (PCs/Macs) in case of system failure