LEVEL 1

// Full "on site" maintenance & servicing.

// Replacement Equipment is supplied in "Mission Critical" situations only.

// Professional Help Desk support (not a receptionist) with dedicated hot line numbers.

// Full call logging and Tech trackable numbering of all calls.

// Up dating advice when applicable on important hardware and software.

// All parts included where required.



LEVEL 2

// Full "on site" maintenance & servicing.

// Replacement Equipment is supplied in "Mission Critical" situations only.

// Professional Help Desk support (not a receptionist) with dedicated hot line numbers.

// Full call logging and Tech trackable numbering of all calls.

// Up dating advice when applicable on important hardware and software.

// Parts are charged separately (unless covered under warranty).

// Price typically 33% lower than level 1.



LEVEL 3

// Full "on site" maintenance & servicing.

// Professional Help Desk support (not a receptionist) with dedicated hot line numbers.

// Full call logging and Tech trackable numbering of all calls.

// Up dating advice when applicable on important hardware and software.

// Parts are charged separately (unless covered under warranty).

// Substitute equipment is not provided on Level 3 contracts.

// Retainer fee of 50% of level 2 contract cost with all call outs to customer site chargeable at standard



Premier Support

// This includes all of the level one support above and is 24 x 7 day cover.

// There is also a special "Premier Support Line phone number" which is manned at all times and given only to Premier customers.