Virtual IT Guy

Virtual IT-Guy is a service offered by for small and medium sized businesses and departments with up to 100 desktops.

Designed to provide the benefits of having your own technician at a fraction of the cost of a full-time employee, your Virtual IT-Guy will provide the support hours you require for a fixed monthly fee.

Hours are prepaid at a discounted rate and can be used for on-site, remote or telephone support on any equipment.

Individually approved client staff may utilize Virtual IT Guy for off site, traveling or home equipment and included software and peripherals.
Client staff members designated by the client may authorize the provision of services including hardware and software as required to resolve the problem. Example: After hours support of approved remote users laptop determines that the hard disk has failed. DPMX will supply and install a new disk and re-install software as required with costs for hardware and any hours exceeding contract allocation billed to the clients account.

Features:

• Unlimited technical support during prepaid hours, use for any purpose, any machine
• Flexible on-site / telephone / remote support package, covering hardware, operating systems and applications
• Low cost Engineer time
• Technical advice and guidance
• Purchase monthly support hours in 3 month blocks
• Guaranteed maximum 4 hours response to callouts
• Discount for 6 and 12 month agreements

Costs

Details

The Virtual IT-Guy service is a flexible three month rolling support agreement. Support hours are prepaid at a discounted rate and can be used as and when needed each month. The monthly committed hours may be increased at any time and reduced at the end of the contract period. (3, 6 or 12 months)

An assessment of your on-going Virtual IT-Guy requirement will be made by a senior engineer and any preliminary maintenance required may be undertaken at a 30% discount to our standard rates.

Support hours can be taken as telephone support, remote support or onsite support. There is no callout charge.

Unused complete monthly support hours expire 7 days following each month end
As there are no restrictions on the systems supported, DPMX requires the completion of a full site audit to establish the state of existing systems and a software inventory.

Support hours are utilized and billed in minimum increments of 1 hour.
If you require support on a product that falls beyond our usual purview, your Virtual IT-Guy will make a professional assessment of the situation and either resolve the fault or agree a suitable action plan to bring about a resolution. If this requires the introduction of a third party or the purchase of hardware or software, our engineers will manage the incident until closure gaining client approvals as required.
Internet access or dial-in facilities are required for remote support.

After the monthly allowance of engineer time has been used, additional hours may be utilized and will be billed at $85.00 per hour. An account of all activities beyond the monthly commitment will be provided to the client when billed.

Contract Support

For a fixed monthly fee per desktop, customers get a complete support service with pre-agreed service levels. This incredibly reliable and responsive service includes helpdesk, callouts, and technical, remote and on-site support.
Why have the headache of in-house staff, unreliable temporary staff, maintenance agreements and inconsistent service, when you can have our contract support!

An all-inclusive monthly fee provides:

Features

• Unlimited technical support on a per workstation or per server basis
• Fixed monthly cost
• Pricing based on regular business hours
• Holidays, weekends and after hours coverage add 20%
• Provides hardware, software and operating system support
• Hardware installation, replacement parts charged to customer at cost
• Free machine audit, including hardware, operating system and applications
• Free monthly IP security scan if host is accessible from the Internet, a $300 value
• Service pack / critical hot fix / critical driver alerts
• Technical advice and guidance
• Preferential rates for unsupported equipment
• Guaranteed maximum 4 hours response to callouts covered by our No Hassle
• Guarantee
• We can also assign a support person to be on site on a per day or per week basis
• Month by month contract
• Discount for 6 and 12 month agreements

Costs (per device, per month)

As our Contract Support package is an unlimited support package, equipment will be maintained at a minimum to its initial standard. Should equipment require major maintenance or upgrades, this will be identified as part of the machine audit and a recommendation made to bring the system to a workable standard prior to commencement of the support contract. Any preliminary maintenance required may be undertaken at a 30% discount to our standard rates. Internet access or dial-in facilities are required for remote support and fixes.

For subscribers to our Contract Support service, we offer the following rates :

* Callout waived if engineer onsite for 4 hours or more.

Special Services