asp can provide a myriad of support plans relative to your requirements, the size and complexity of your network, the number of users you have and the age of the available servers, computers and periphery. asp will work constantly behind the scenes to perform maintenance, updates, backup monitoring, error checking and user support as required, relative to the support plan in place allowing us to act on any concerns uncovered before they can cause a greater network issue.
asp will provide a guaranteed Priority 1 for any issues related to pre determined critical applications, software or data that may occur causing core processes of the organisation to not function. This will include contact being made once the request has been lodged at any time on any day, and onsite attendance where required, relative to the support plan in place*.
NB: Software maintenance from the appropriate software vendor will be required for the Priority 1 service to occur.
*Onsite attendance not available in all areas. A maximum 4 hour response time applies to all plans.
To view our support plans, please click here. Support plans can be tailored to meet your specific requirements.
frequently asked questions
what is included in my support package?
asp includes in all their plans support via email, forum and phone during business hours with the benefit of remote support for issues that require it. 24 / 7 phone and remote support is available for all priority issues that occur outside of business hours. The aspsupport application form details the costs and inclusions of each support plan.
what happens if I have a problem while you’re not here?
asp are experts in remote management and are therefore able to support multiple networks entirely remotely. We operate 24/7 support service, so if you have an issue you can email, phone or post your problem on our forum and it will be attended to promptly and efficiently. If there is a serious or priority issue that needs attention outside of business hours, asp provide a guaranteed 4 hour response time where our team will ascertain the problem, and in most cases solve it remotely, either by advising the solution, or logging in and correcting the problem. Many of our support plans include Priority 1 support, where an asp team member will attend on site for critical issues that cannot be solved remotely.
I am not located near you – how can you support me?
asp are able to log into your system and fix the problem remotely. Even though an IT person is not looking over your shoulder the asp team is right where you need them, looking at the system and your problem.