Our client are a leading car auctioneer responsible for auctioning hundreds of cars every week in the West Midlands. They also offer a wide range of auction facilities for disposal of company fleet vehicles for the highest price possible.
Our client had been purchasing equipment from Quiss for many years. For some of these items they took out support cover in case there was ever an issue with it but for other items they didn’t. They were also purchasing items from other suppliers too.
It was becoming an issue when they did have a problem with their equipment as some things were covered by us for support and other things weren’t.
After several discussions, it was agreed that the best way forward would be to implement our Support Plus solution. This means that we have taken over the day to day running of IT within their business.
We have implemented brand new on premise equipment which included new PC’s for all their end users, a new server infrastructure for the backend as well as new printers and networking equipment. With Support Plus we implement all of this on to their network for them and then they benefit from all the IT support they need.
At the beginning of the process, we carried out a Network Optimisation Audit which enabled us to see the state of the network and what, if anything we would have to rectify before taking over the support. We do this for all new customers to make sure we start a contract with no outstanding issues.
Our Support Plus contract is based on the user headcount within the business. The per user cost is fixed for the length of the contract thus providing our client with financial predictability when it comes to IT support.
With this contract, they now have access to Quiss’ 30 man UK based helpdesk and can make an unlimited number of calls for support to them during the lifetime of their contract.
They also benefit from 20 mobile engineers who are on call should they require on site assistance for issues that cannot be solved remotely. This includes hardware break fix, for all servers, PC’s, laptops, printers, scanners and networking equipment.
All parts for hardware cover are included within the contract as well so there are no hidden charges at all. For even more financial predictability, any additional equipment that BCA purchase throughout the lifetime of their agreement with Quiss is automatically added to their contract free of charge.
All Microsoft software is also covered and again is supported either via telephone, remote access or with an engineer to site should it be needed.
At the beginning of the contract, very tight SLA’s were agreed to define the manner in which problems will be fixed, for example, telephone, remote access or an onsite visit as well as the timescale in which they will be rectified.
Click to view the pdf: