Maintenance and Support Contracts
At C.N.I.S, we understand that our customers do not have the time to wait for quotations and approvals necessary to repair any hardware or software issues they might experience with their Information Technology infrastructure. It is not only time that our customers do not have, but the unexpected costs for the repair of the Information Technology components could create a budgetary nightmare. It is for these reasons that C.N.I.S offers hardware maintenance and software support contracts.
Hardware Maintenance Contract
Our hardware mainenance contracts cover all the hardware installed in a device including the device itself. Should a component fail, with a maintenance contract in place, the customer will only need to log an incident with us and we will diagnose and replace the failed component under the hardware maintenance contract. Should the device itself be irreparable, we will replace the whole device under the contract, ensuring that you are not left with an unexpected cost for Information Technology repairs or replacements due to hardware failures. Included in the maintenance contract, is the monthly hardware maintenance of all Information Technology components covered under the contract. This will include the cleaning of the physical device, hardware diagnostics being run on the device which will enable us to determine if a component is about to fail allowing us to take the necessary preventative measures before the device fails, and the updating of the firmware of the device. With our monthly hardware maintenance contracts, we aim for an average uptime of 95% for your Information Technology infrastructure. The maintenance support contract will include a service level agreement with specific response and repair times, set per device or user as agreed upon with the customer.
Software Support Contract
In addition to the hardware maintenance contract, we offer a software support contract that coincides with the hardware support contract, which effectively means we will replace any failed device or component in a unit under the hardware maintenance contract, and should it be necessary to re-install the software of the unit, this will then be covered under the software support contract. Included in the software support contract, is a monthly maintenance run, where we will ensure all operating system, application and security patches and updates are installed on the various components within your organisation, as well as run checks on your software which will enable us to determine if your software is running at optimum capacity. The software support contract includes support on the software you utilise in your business. If we are unable to support the product, due to propriety rights etc, we will partner with the relevant specialists in that software and take out support contracts with them on your behalf. The benefit of this to you our customer, is that you will only need to contact us should you need the support, we will do the rest. The software support contract will include a service level agreement with specific response and repair times set per software package, user or device as agreed upon with the customer.
