Amco Registration /Pay per call (RPPC) IT Support Service

A simple fixed cost per call service designed to minimize IT support costs while still maintaining a very high level of service. Response times and fix times need not be compromised as this service offering virtually eliminates the need for formalized premium based agreements. Clients have reduced support costs by up to 62% because premiums are relative to the service utilization.

A fixed cost per call episode which includes any number of visits required to fix a particular problem is agreed in advance.The cost per call covers all labour, travel, and expenses – parts are charged extra with agreed discount structures. There is a nominal annual registration fee of just £99.00 to cover initial setup costs and on going administration.

The service offers maximum flexibility:-

• No annual contracts
• No cancellation clauses
• Covers all calls for all hardware and operation software issues
• Can cover telephone/remote diagnostics issues
• All calls can be vetted by Amco
• Excellent value – low cost call
• Nationwide Support
• Calls can be upgraded to a better response at the time they are logged
• Call priority can be upgraded
• Access to a range of skill sets – Citrix, Microsoft, Unix etc..
• Variable responses and SLA’s
• Commitment to response and fix times
• Loan equipment facility – built into call cost or rental basis
• Spares can be purchased and supplied by Amco or client
• Ring fenced spares stock option to improve fix times
• Low hourly rate to cover system restoration (normally only for servers)
• Monthly performance reports and billing
• All parts expenditure can be reported and agreed in advance with client
• Standard parts pricelist can be agreed in advance where possible
• Large range of equipment covered including most EPOS units

The cost per call varies depending upon the following factors:-

• Volume of calls – the larger the estate the greater the discount for increased call volumes
• Locations – any extreme locations will impact on the cost per call
• Complexity of equipment – specialist equipment that needs longer engineer attention
• Response times – these can be specified and shorter response will attract a greater charge
• Credit rating and credit terms
• Loan equipment facility – if this option is added the cost per call will be increased
• Specialised reports or service analysis

Detailed below are the most popular response times but not limited to.

Service Level	Detail	Price
Next Business Day response	Normal service level Mon to Fri 9-5.30	£90.00
8 Hour Response	8 working hours Mon – Fri 9-5.30	£110.00
4 Hour Response	4 hours Mon to Fri 9-5.30	£130.00
Weekend Call 8 Hour	Saturday or Sunday call 9-5.30	£135.00
Weekend Call 4 Hour	Saturday or Sunday call 9-5.30	£195.00
	Additional hours (per)	£50.00

 

Fix times can be specified but agreement on costs and spares is essential.

Information and Documentation

The only documentation required is a B2B credit agreement along with a Bi-lateral non disclosure agreement. We would always recommend that the client supply a list of locations that may log calls so these can be entered in advance on our systems. This will save time during call logging. It is also advisable to have a schedule of equipment and users as this will help Amco to establish possible call volumes and any spares issues in advance.

How does it work?

You the client logs a call and Amco issue a unique call reference number.

The call is then vetted by our technical support team to establish:-

• Nature of the problem
• Is an engineer visit required?
• What skill level is needed
• What spares might be required
• Access to equipment/site
• Contact in site
• Confirm that an engineer will be attending site

Over 85% of calls are completed in one visit. The remainder normally require additional parts and return visits are scheduled and the call completed. The majority of calls take no longer than 1.5 hours.

In the event that Amco identify that a call will take a lot longer, the client will be informed and explanations will be given. Authorisation will be obtained to continue with the call. Additional hours will be charged at the agreed rates. It has to be said that this happens very rarely and the only time additional hours are charged is when issues require system builds and software restoration or recovery. This normally applies to server failures and serious virus infection.

Amco have large stocks of standard spares and also a network of suppliers that hold stock that can be collected with hours notice or delivered to site by courier NBD. The investment in resources and spares is no longer necessary to deliver a high standard of support. This is why premium based contracts are no longer the only option for businesses with limited internal IT resources.