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ISAAC FLEXCARE – SUPPORT SERVICES

IN ISAAC OUR AMBITION IS TO MAKE TECHNOLOY SERVICES SIMPLE AND TRANSPARENT

FOR OUR CUSTOMERS

FLEXCARE IS THE MULTI-VENDOR REMOTE SUPPORT PACKAGE THAT PROVIDES A

HIGHLY FLEXIBLE AND RESPONSIVE SERVICE ACTING AS AN EXTENTION TO YOUR

ORNAGISATION

OVERVIEW

ISAAC Flex Care Support service is a highly flexible and responsive package that seamlessly augments

the support services for organisations of all sizes. Focusing on the user before the technology, prioritising

business productivity, it is primarily designed for companies looking to offload the burden of IT support to

a reliable partner, to keep their business working effectively.

Flex Support is most often used to provide reactive technical assistance and expertise for specialist

products or technologies where users require immediate assistance with a software or hardware issue, in

order to continue working.

ISAAC is able to provide support services covering a variety of technologies from a number of vendors

including, but not limited to;

Microsoft Office 365

Office Suite including Word, Excel and PowerPoint etc

OneDrive

Windows Desktop and Server Operating Systems

Workstation hardware including peripherals like

monitor, keyboard mouse

Networking hardware, including switches, routers and

firewalls

Specialist virtualisation environments, such as VM

Ware

Backup solutions from traditional on-site, like

Symantec software and NetApp Storage, to offsite

cloud solutions

The service is managed centrally with remote support delivered by our highly skilled and people focused

support centre, in central UK. These services are also backed up by over 100 engineers, spread across

the UK, to offer onsite support, when you need it, with a fast response time.

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FLEXCARE SUPPORT PACKAGE

Our customers enjoy a monthly, per user flat-rate service allowing our customers to scale up the service

as they grow.

Service Monthly per user cost

Remote desktop support (per user) £ 25*

On-site hardware support (per workstation) £ 5*

*Pricing is based on standard support operating hours, and cover standard business workstations. Quotes for extended hours

support and hardware cover for specialist work-stations, or server and network hardware, available on request.

Flex Support provides you with the security of a guaranteed SLA and targeting resolution times. ISAAC’s

Remote support service is founded on an expected average of one hour (or two 30 minutes) calls for

every 5 users, per month. Your included support time rolls over to the next month, if you don’t use it, and

we review your usage quarterly and present a detailed report on each call logged and any excess

usage***. In case of repeated calls, indicating either an infrastructure problem or a training requirement,

we recommend possible solutions and discuss any proactive support requirements with you, helping you

create a structured on-going technology strategy for your business.

SERVICE PARTICULARS

SERVICE AVAILABILITY

The service described in this document will be available during the following hours, depending on the

selection made in the Contract Schedule:

Standard Service Desk Service 0900 – 1700 (Monday to Friday excluding UK Bank Holidays)

Extended Service Desk Service** 0800 – 1800 (Monday to Friday excluding UK Bank Holidays)

24x7 Service Desk Service** 24x7 (including UK Bank Holidays)

**Extended and 24x7 support quotes, available on request.

A complete list of your hardware and software landscape is added to your support schedule, during your

on-boarding process, to ensure that our support team are equipped with all the information they need to

resolve your issues quickly and smoothly. ISAAC Intelligence can provide systems audits on request.

Hardware support cost can be higher for high power workstations. Custom build PCs. For devices out of

realistic usable life (approx. 4 years for standard workstations or 3 years for laptop) we may recommend

replacement as a better value option.

***Excess usage is review quarterly and billed at £60 per 30 minute call. For remote desktop support a minimum commitment of

£125 is required.

OTHER SERVICE SPECIFICS:

Support may be used for a variety of products and services.

Support is consumed in support units of 30 minutes of support time.

Quarterly support statements will be issued when there has been support activity.

The support allocation can be used for reactive fault fixing or advice.

Support is paid for quarterly upfront.