faIT UK offer a comprehensive support, maintenance and training facility for our customer base. This program is incident based, where a customer will purchase a faIT UK Service Level Agreement with a defined number of incidents, over a defined period of time. The service level agreement is completely flexible and is specifically designed to offer value for money.

The customer can call off incidents for traditional support usage (such as network failures) and for other services such as installation, preventative maintenance, performance tuning, training etc. The benefit of purchasing services in this manner is that the SLA offers a guaranteed maximum response time of 4 hours, and should the customer have a pain free year in terms of support, your investment in the SLA is not wasted.

The incidents are also flexible in that remote incidents can be traded for on site incidents (or vice versa) on a 3-1 basis (i.e. one on site incident is equal to three remote incidents). Please note that an incident is deemed as one day professional service for on site work, and one on site visit is equal to three remote incidents. As most customers will have a permanent internet connection with VPN facilities, most support incidents will be dealt with remotely via a secure Internet connection.

SLA usage reports are provided quarterly to ensure the customer is kept informed of their SLA usage. Please note this service is not designed for hardware maintenance and repair, which would normally be covered via manufacturer warranty, or a specific hardware maintenance contract.