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SUPPORT PACKAGES OVERVIEW

All small businesses need technical support and more importantly Preventive Maintenance. However, what they don't need are surprise, expensive hourly rate support plans which can affect cash flow. Small businesses want a predictable and affordable maintenance agreement that they can rely on to keep their system stable and secure while not busting the budget. DNS offers three flat-fee Support Packages (Remote, Onsite & Hardware) that provide everything from unlimited remote or engineer service hours to replacement parts for failed components. Depending on your budget, we can custom tailor a support package to meet your requirements. Below, you will see the benefits all three of our packages include by default. Then, you can click on the link at the bottom of the page to view the differences of the packages.

 

 

 

 

 

 

 

 
Preventive Maintenance
When was the last time you performed a test RESTORE from your tape backup system? When was the last time you checked to make sure your anti-virus was up to date? Do you know if you even have an anti-virus running? Do you know how much disk space is remaining on your server? Have you applied this month’s critical patches release by Microsoft?

So you didn’t know you needed to do this on a monthly basis?

With our Preventive Maintenance Service, we connect to your office each month and run through the following items.

· Apply the latest Microsoft Critical and Security patches for the month
· Run a test backup AND restore
· Verify that the anti-virus is up to date
· Check the error logs
· Clean up garbage files created by server
· Verify defragmentation logs and much more

Think of this like the Preventive Maintenance you perform on your car to make sure that small problems do not turn into large ones.

Reduced Hourly Rate
Other support organizations sell you a block of hours to get a discount – typically a minimum of 10 hours at $100 to $120 per hour. Be careful! You are not getting your money’s worth. You are probably being charged travel time and assuming that there were four trips during a 10-hour block and there was ? hour travel time charged, you really have only received 8-hours of actual service. So, that discount you thought you were getting is really not a discount after all. It’s just presented that way.

That is why we offer a flat-fee Support Package. No Surprise Invoices! No New Block-of-Hours to pre-purchase! Unlimited Service Hours!

Inevitably, there will be situations when you require services from us that do not fall under your support such as virus clean-ups, relocations or adding new workstations. Rest assured that we will provide you with a 50% discount off of our standard hourly rate.
Dedicated Engineers
We assign two individuals to your account. One is the Technician which will handle your day-to-day support. Your Engineer will handle project planning, installations and will be a backup to the Technician in the event they are not available. All of our field personnel are Microsoft Certified Systems Engineers.

With other support organizations you basically call the “service department” and get placed on the schedule of whoever can go. This means you have to explain your configuration every time they send someone. We like to think of it like your doctor’s office. When you go to see your doctor, you want to see YOUR doctor, not whoever is available.
Also, there are many firms out there that claim they have Microsoft Certified Systems Engineers on staff. BE CAREFUL and ask to have them prove that the people coming out to you are in fact certified. They should be able to produce a report from Microsoft for each individual engineer.

Why does it matter to you if the person is certified? Because, a certified engineer earns their certification by taking a battery of tests on their experience to troubleshoot and correct problems. Certified engineers typically correct problems much faster than non-certified technicians do.

No Long Term Commitment
Why do other support organizations LOCK you into an annual contract? Client’s that were with other providers before us say that everything starts fine at the beginning when they ask for your full annual contract fee up front. Then they slack off on their service afterwards when you have no recourse to do anything about it. These organizations have a short-term view of the relationship.

It has been our experience that if we provide great service, you will have no reason to leave us. Our Support Packages are a month-to-month term. We do not lock you into an annual contract. This means we have to earn your business every day or we risk you taking your business somewhere else the next month.
Priority Response
As a client paying monthly support, you will automatically have priority over those clients that do not have any Support Package.

 
Now that you have seen the benefits that all three of our packages include by default, click here to see the details of each of the three packages.
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