Acting on customer feedback in our recent customer survey, I’m pleased to announce that we’ve overhauled our charging structure for our “helping hands” (on-site support) service.
The principal changes are as follows:
- Reduction in “office hours” rate from £35 to £25 per half-hour.
- Fixed charge of £15 to attach KVM over IP to a machine, with 30 minutes
guaranteed KVM time (during office hours only).
- Tapered charging structure for “out-of-hours” callouts, so
weekday evening callouts until 22:00 are charged at £50 instead
of £75 per 30 minutes.
An updated support guide can be found at http://www.melbourne.co.uk/supportlevels.htm. This also includes a definition of “helping hands”.
Please note that operating system support and advanced configuration is not helping hands, and is covered by a separate charge.
I am also pleased to confirm that we are trialling extended office-hours for support, so that engineers are available for routine support tasks from 08:00 to 18:00 (obviously emergency cover 24/7 still continues as normal). This is in trial over the next four weeks, and once the feasibility has been assessed and finalised, we will send out a separate email to confirm that this is in-place.
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