Western Business Systems Limited, Blackpool Airport, Blackpool, Lancashire, FY4 2QX
Tel: 01253 298111 FAX: 01253 298222 Email: sales@western-computers.co.uk

Support SLA's - Over 20 Years Supporting North West Schools


Remote Access SLA Network Support

Western’s continuing success is not just down to our competitive prices and expert advice but also more importantly to our high level of after sales support. Our knowledge of educational IT products enables us to trouble-shoot most problems that arise in one call – therefore saving your valuable time, money and minimising any potential disruption to your teaching.


*NEW IMPROVED* ICT Technicians Service SLA *NEW IMPROVED*

Are you currently happy with your technician support Service Level Agreement?

Now more than ever today’s schools rely heavily on there IT & AV systems. Having a reliable and efficient running IT & AV system can make a huge difference to staff morale and pupils ability to learn effectively.

Here at Western our technicians support is more than just looking after your computers, as we provide a wealth of other services including free non reactive remote access support (requires a server), network cabling and AV installations/relocations. These skills can be used as part of your everyday Technicians Service at no additional labour costs.

Western are one of Lancashire's largest support companies dedicated to the educational sector that can offer an SLA that covers more or less all your schools technology!

We also have our consortium discount scheme. For example if 5 schools get together and choose which level of service they require from the below list (the schools will get invoiced separately) each school will receive a 5% discount on there costs (discount is to a maximum of 10% for 10 or more schools).

Technicians Services SLA Options

SLA Order Code
No of sessions per year
Frequency of sessions
Session Time
Annual Cost
TECH40H
40
Weekly
3Hrs (Half day)
£4400
TECH20H
20
Fortnightly
3Hrs (Half day)
£2200
TECH10H
10
Monthly
3Hrs (Half day)
£1155
TECH6H
6
Half-termly
3Hrs (Half day)
£725
TECH3H
3
Termly
3Hrs (Half day)
£380
SLA Order Code
No of sessions per year
Frequency of sessions
Session Time
Annual Cost
TECH40F
40
Weekly
6Hrs (Full day)
£7450
TECH20F
20
Fortnightly
6Hrs (Full day)
£4300
TECH10F
10
Monthly
6Hrs (Full day)
£2200
TECH6F
6
Half-termly
6Hrs (Full day)
£1450
TECH3F
3
Termly
6Hrs (Full day)
£695
  • Services included in the agreement
    Installation of new ICT hardware
    Repairs to existing hardware (excluding parts)
    Software Installation
    Fault finding
    System configuration
    Network cabling support & installation (excluding parts)
    AV product support (excluding parts)
    IWB support & installation/relocations (excluding parts)
    Wireless support & Installation (excluding parts)
    Days can be accumulated for larger installations
  • File Servers & Operating Systems
  • Remote Access Support USUALLY UP TO £700 NOW INCLUDED FREE (SLA over 10 sessions)
  • Critical Infrastructure SLA USUALLY £995 NOW INCLUDED FREE (SLA over 20 sessions or 10 full days)
  • Exclusions
    Spare Parts/ Consumables
    Sims support (this is usually already supported via BTLS)

Technicians Services - Ad-Hoc Basis

Add-Hoc
Session Time
Cost
Pay as you go Half Day
3Hrs (Half day)
£140
Pay as you go Full Day
6Hrs (Full day)
£265

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Technicians Remote Access Support SLA
(included with Technicians Service SLA*)

As many schools now have a file server we now provide a remote access support SLA for everyday troubleshooting and maintenance of a schools ICT system.

Remote access enables all sorts of issues, group policy adjustments, user management and maintenance to be resolved /carried out within minutes when normally you would have to wait for a technician to visit and complete these tasks.

The 12 support incident package is included in our annual technicians service SLA but if you do not require scheduled on-site visits or have a technician already that would benefit from a helping hand then this is the SLA for you.

  • Services included in the agreement
    Non-reactive Technical Support
    Email support (with RAS40UN package)
    MSI Software Installations
    Fault finding
    System configuration
    Network switch management
    User / group management
    Anti-virus, Backups & Windows Updates maintenance
    Wireless management
    Printer support
    Group Policy Support
    Flash, Java, Reader & Shockwave deployment/ updates
    Open Value Subscription-Educational Solution (OVS-ES) Software management / activations
  • Exclusions
    Sims support (this is usually already supported via BTLSL)

SLA Order Code
No of support incidents per year
Incident Time
Annual Cost
RAS40UN
40
unlimited
£700
RAS40
40
1hr Max
£600
RAS20
20
45 min's Max
£400
RAS12
12
30 min's Max
£250

*A one off payment of £95 is required for a site visit to setup remote access on your server. This is not required if you have one of our servers as we install this feature as part of the initial setup. Support incidents are logged via a specific email address which is responded to in order received. If a support incident goes over the allocated time allowed then another support incident is used. As most issues that can be resolved with remote access are rectified within 10 minutes the 30 minute allocation covers a high percentage of support incidents.

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Critical Infrastructure SLA
(included with Technicians Service SLA*)

This SLA is designed to compliment regular Technicians Service or as a stand alone support service. It would cover an emergency / disaster support incident. It gives you piece of mind that if your server or network goes down unexpectedly then we are here to help immediately.

Services included in the agreement

  • 12 Months System Critical Reactive Technical Support
  • 12 Months Unlimited Remote System Critical Support Fixes
  • 12 Months Unlimited Emergency / Disaster On-Site Call Outs
  • 12 Months Loan Network switch equipment to get you back up and running ASAP
  • 12 Months Emergency Server Support

Critical issues are always priorotised and we aim to resolve the problem as quick as possible

  • Exclusions
    Sims support (this is usually already supported via BTLS)
    Spare Parts/ Consumables
    General technicians support incidents
    Installations

SLA Order Code
Annual Cost
NSWTS
£995

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Projector & Interactive Whiteboard Preventative Maintenance Service Level Agreement

Regular maintenance can improve the life span of audio and visual equipment, projectors in particular can benefit from regular servicing.

More than 80% of projectors that fail are down to neglect.
More than 75% of failed projector lamps are also down to neglect.

Maintaining projectors and interactive whiteboards takes up time and resources. 
Western  can give your school complete peace of mind and ensure you get the most from your equipment.

Neglected projectors will block up, overheat and blow lamps prematurely, preventative maintenance can help prolong the life of your equipment and reduce the total cost of ownership.

  • What's included in the Service ?
    ¨ Preventative bi-annual service
    ¨ Clean projector filter & lens
    ¨ Check keystone and alignment
    ¨ Check lamp usage and inform client of the usage of lamp
    ¨ Surface clean interactive whiteboard
    ¨ IWB firmware upgrade
    ¨ Full inspection  and report of installation components
    ¨ Discounted lamp replacements
    ¨ Discounted projector replacements

Pricing is supplied exclusive of VAT and assumes projectors are located within the same site/post code. A volume discount is provided as detailed below:-

                        
Cost per Projector per annum
1-5 Projectors                                                                                      £40
5-10 Projectors                                                                                    £35
11-20 Projectors                                                                                  £30
20+ Projectors                                                                                     £25

Maximum working height for preventative maintenance visits is 4m, for projectors over 4m working height please contact us for pricing.

Our team of engineers are accredited so you know that you have access to expertise you can rely on.  All engineers are enhanced CRB checked.

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