Support Contracts - Total Response

Technical Expertise and Support combining Flexibility and Availability

MCW Total Response Service offers technical expertise for all your IT needs when you need it. Total Response is a Token based system. A token represents a unit of MCW expertise which can be exchanged for our professional IT services when you need them. With tokens you have the assurance and commitment of MCW staff and expertise when you need it, combined with a guaranteed response to solve your systems or network problems. Total Response covers the following services;

• Hardware Support
• Technical Consultancy
• On site installation and configuration
• Telephone support

With Total Response you have access to highly skilled consultants and engineers with the following certifications and technical qualifications; MCSE, Citrix, Citrix XP, Windows 2003, Security and Firewall, Cisco, Toshiba and Cerco.

How Total Response Works

Your initial volume level sets the pricing for future purchases, providing you commit to just 25% of your initial purchase. When you require one of our services you simply log a call with our Technical Support Department, request the service you need, and your tokens are deducted according to the service provided.

Tokens have a 12 month lifespan and include a 3 month grace period after the anniversary to allow you to use them. When you purchase additional Tokens, any outstanding ones are automatically reset for a further 12 months.

Tokens Value per Service

Below are listed the services available using tokens and how many tokens would be needed for each service. All rates are for standard working hours. Any out of hours service would have to be specially arranged and would be subject to an increase of 50%

Hardware Support

On site Network equipment support call (4 hour response) - 4 Tokens On site Desktop equipment support (next day response) - 2 Tokens For hardware support the token deduction covers all travelling and labour to resolve the incident. Where required, further tokens are deducted for replacement equipment. Any replacement parts required are chargeable.

On Site Services