Monday, December 26, 2005

Support Services Example

The Customer has a dozen or so users using laptops and PCs. They have two servers, email is via an ISP, and their website is hosted by the same. They use a router and firewall for protection and backup both servers to tape. Working from home and remote access is permitted for some users.

A customer visit and subsequent discussion yields a commitment to support the network and provide technical support as and when the need arises. A retainer type contract is setup to provide telephone, remote maintenace and configuration, and remote user support. Any on-site work for improvements, upgrades, installations or configurations involving new software or equipment would be outside the retainer crtieria and incur a cost.


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