Many small to medium sized businesses don't feel happy about committing to an annual contract, especially if their IT support requirements are small. That is why Layer3 provides a flexible 'Open Plan' to network support and maintenance.

Open Plan
Our 'Open Plan' approach allows the customers to purchase a nominal amount of support hours. Once these hours have been used, the customer simply top's up their plan with more hours at a cost built into their plan.

If you don't use your allocated hours in one month, these simply get carried onto the next month. Customers can easily and effectively move between plans, meaning a custom support package for each and every one of our customers.

We also provide other support based services to enable you to choose a solution which will fit the particular needs of your organization.

Fixed Cost per Machine
After an initial audit to determine and address any existing issues on your machines, we cover all faults and errors occurring for a fixed monthly fee.

Key features:

• Proactive support
• Fixed monthly charge
• Guaranteed response times
• Monthly incident and system performance statements
• Travel time and expenses are free
• All faults, errors and updates are covered
• Major changes and project work are charged for separately.

Comprises of:

• Ironing out of any reported errors
• Virus detection and removal
• Application of system service packs and hot fixes
• Notification of any major network faults or shortcomings

Annual Support Contract

Key features:

• Proactive support
• Flexible - Any type of work can be done - projects, upgrades, maintenance and fault fixing.
• Guaranteed response times
• Monthly incident statements
• Travel time and expenses are free

Support Package Features
All network support solutions offered by Layer3 will comprise of part or all of the following features:-

Remote Support 2
Would you rather not wait for an engineer to travel to your office to fix a problem? With support from us, you usually won't have to. Once we've installed our Remote Control support software, we can securely take control of your PC, inspect your system, fix problems immediately, or show you how to perform a task.

On line status reports
If you have a problem with your hardware or software, you can call us or log the problem on our web site. However you log your problem, our technicians will be able to provide you with a response time or a solution to your problem.

Remote system monitoring 1 2
To ensure your systems run reliably, we can install system monitor programs to keep everything in check. If there is a problem or a potential problem picked up by the system monitor, it will email us so that we can take action as early as possible.

Replacement hardware 1
Much as we'd like to, we can't fix all hardware problems at your office. So if we have to take something away for repair, we'll keep you up and running by loaning you replacement hardware while yours in being fixed.

1. Option available with certain plans.
2. You must have a permanent connection to the internet in order for this service.