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The total support solution allows you to pass all your IT issues to MED2020 for resolution.

Total support solution

	Next business day on-site support. Normal response time is within 4 hours.
	Telephone support. Instant telephone support to resolve many IT related questions and issues.
	Optional remote support. Depending on your network configuration, we can install our own remote access equipment to allow us instant access to your network for troubleshooting purposes. Customers with broadband connection may be able to use our VPN hardware allowing them to access their networks from home.
	Support for hardware from most popular manufacturers including: DELL, Compaq, HP, IBM and many others. We can also provide support for most other hardware, however, we will require full details of specifications and age (particularly in the case of server hardware).
	Replacement parts for general PC and server hardware.*
	Backup infrastructure (servers, PCs, printers) will be provided where possible.
	Network and structured cabling support if required.
	Service pack application.
	Virus scanner updates checked.
	Software problem resolution for operating system and most common applications** including: Microsoft® Windows® 95/98/Me/NT/2000/XP/2003 Office 97/2000/XP/2003 Outlook® 98/2000/2002/2003 Exchange Server 5.0/5.5/2000/2003 IIS Proxy Server
	Software problem resolution on specialist platforms where required. Our contract can be extended to include cover for UNIX and Linux operating systems and core applications. For example: SuSE Linux Apache web server software Squid proxy server
	Free system audit.
	Complete virtual IT department options. We can fully integrate our services to your organization allowing us to: Attend IT related meetings as a representative of your business. Deal with application vendor issues. Manage and maintain telephone systems. Manage software licensing, additional maintenance contracts and contractors.
	Project and other support work will be quoted for on demand. We can offer customers with contracts and flexible payments reduced rates on additional IT services, for example: office relocations server installations web site development
	Minimum contract period of only 3 months.

* Full quotations for hardware with specialist components (e.g DVD-RW drives, DLT and other backup devices, high end RAID hardware etc.) can only be given after site audit.

** We will try to assist with specialist software you may have, we can make no guarantee to solve any issues. In some cases where reported issues are found to be user related (not a fault with hardware or software) you may be charged at our discounted hourly rate.

Payment models

Fixed cost contract payment	Pay an annual or monthly fee to include all support cover.
Flexible payment	Pay only for the amount of time you think you will need in a given month. This can change from month to month. This time can also be used for assistance with actually using software and hardware.
Incident support payment	Pay for services as required. Availability cannot be guaranteed (priority is given to customers with contract of flexible payment agreements).

For an initial quotation, please contact us with:

Details of your IT infrastructure
The payment model you would prefer (contract, flexible or Incident payment)