Net-Ctrl provides two excellent support packages in addition to any equipment purchased. We offer either a Silver or Gold support package, which are broken down below.
The Silver Support Package is a remote service package. We will provide you with the ability to log problems with your products, which we will endeavour to solve as soon as possible, a rough guide to our response times can be seen below:
Priorities and response times
- Severe: Receives attention within 2 hours depending on the engineer’s assessment.
- High: Receives attention within 8 hours.
- Medium: These will receive attention within 24hrs but most probably within 8hrs. These will be scheduled for resolution within 1-2 working days.
- Low: will be scheduled for resolution within 2-3 working days. Low priority generally includes requests for new functionality such as software upgrades.
Why choose the Silver Support Package
This package is designed for companies who have a trained or knowledgeable in-house IT team, capable of operating the equipment and administering upgrades, patches and solving minor problems, but need assistance on the deeper more major issues that may arise. In this case your team will have the comfort knowing they can contact a fully trained technician to help fix these issues getting your system or equipment back up and running.
We appreciate that not all organisations will have a dedicated in house IT professional(s) at hand to administer updates and upkeep of your new equipment. Net-Ctrl can offer a managed service to our customers in this position.
On taking up the Gold Package, Net-Ctrl agree to maintain your product(s), applying and installing updates and patches onto your system, as well as solving any issues you may experience with the equipment via a fault finding service.
The Gold Package also covers:
- System Back-ups
- Change Requests
- Admin Tasks
Why choose the Net-Ctrl Gold Package
The Gold Package is designed for companies who have no in-house IT expertise capable of looking after the equipment and its upkeep, or an organisation who does not have enough time to train your current IT expertise on the new equipment. You will have an external fully trained technician on hand when you need them, to solve any sort of problems and manage your equipment for you.
Choosing the Gold Package means that you have the reassurance knowing that Net-Ctrl is on hand to help and get you back up and running.
Click here to be taken to our support pages, where you are able to log new or view current support tickets.