IT support

We offer several tiers of support to protect your business’s IT equipment. Our packages will support any systems and software that we provide as well as existing PCs, standard software and network infrastructure. 

Our packages are flexible and can be ‘mixed and matched’ to suit your organisation’s individual needs. For example you could choose Bronze support for your PCs and Gold support for your server(s). 

Bronze support

Silver support

Gold support

Platinum support

Support summary

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Bronze Support

Bronze support provides non-contract customers with helpdesk support for a minimum charge of £20 which will allow you up to 15 minutes of helpdesk and remote support. After the first 15 minutes the charge will be £20 for each 15-minute period thereafter. 

Remote support allows us to gain instant access to your system for fault detection and resolution. It is a requirement that suitable equipment is installed in your office. Our standard on-site hourly rate from Monday to Friday 09:00 to 17:30 is £110 for the first hour and our minimum call-out charge is £110, with subsequent hours charged in 15-minute intervals at £20.

Please note that if you are outside of a 40-mile radius of our Blackfriars Office then the charge for the first hour will be £125.

On-site and remote support are charged at time and a half during a week day evening and at double time at weekends.

NB: There are no guaranteed response times with the Bronze package.

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Silver Support

For clients who want the reassurance of knowing that any problems will be dealt with promptly, the Silver package provides all the benefits of our Bronze package but with guaranteed response times. We guarantee that you will receive a telephone response from us within four working hours of reporting a fault. This call will then ascertain what further action is required. Should a site visit or remote support be required to resolve a fault, this will occur within a further eight working hours of our initial response call (subject to parts availability in the event of a hardware failure). Any time on site using remote support or telephone support is charged exactly as the Bronze package.

There is a £350 quarterly charge for our Silver package however, if you chose to ‘bulk buy’ a block of hours in advance, Silver support is offered free of charge. Any time attended on site or remote support would be deducted as used. The minimum amount of time you can purchase is 10 hours.

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Gold Support

Like our Silver package, Gold support gives you access to a telephone response for a fault call within four working hours. This call will then ascertain what further action is required. Should a site visit or remote support be required to resolve the fault, this will occur within a further eight working hours of our initial response call (subject to parts availability in the event of a hardware failure). However, unlike our Silver package there will be no further charges for time on site, travel time or for using remote support.

Gold support also includes unlimited use of our helpdesk, regular checks for general housekeeping and preventative maintenance.

Features of Gold support:

Full access to the support portal – www.streamwire.co.uk

Unlimited on-site, remote and telephone support 

Regular remote system checks (carried out from checklist)

Checking for virus definitions

Guaranteed response times

Critical updates/patches installed as required

Regular site visits

The cost of our Gold service is £450 per quarter per server and £65 per quarter per PC.

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Platinum Support

The Platinum service, our premier product, offers the same features as our Gold service, but benefits from a two-hour telephone response and a four-hour on-site response.

The cost of our Platinum service is £550 per quarter per server and £75 per quarter per PC.

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Support Summary

*Minimum call-out charge £110, subsequent hours are charged at £80 per hour. Please note that if you are outside a 40-mile radius of our Blackfriars office the minimum call-out charge is £125. 

NB: All support packages cover labour only in respect to hardware faults. Streamwire will supply any spare parts or equipment required at competitive prices or alternatively you may source components independently if you wish.

For Gold and Platinum support contracts, agreements will include only support and remedial work. Expansion or system upgrades, including but not limited to installing hardware or software upgrades and/or additional equipment, is not considered to be support or remedial services and will be charged at standard rates.

Examples of services considered to be support or remedial

Regular site visits for preventative maintenance/housekeeping

Remote access support

Resolving day-to-day problems

Desktop application support (standard office packages)

Updating anti-virus packages to maintain protection

Loading service packs or patches to cure a specific problem or to protect against known threats

Adding new user accounts and setting up an existing user PC to suit

Replacing an old faulty or redundant desktop PC with a new PC and loading applications (only if supplied by Streamwire)

Reloading applications or operating systems to cure problems

Moves and changes of existing equipment (within the same building)

Repairing faulty cabling, replacement of faulty cabling point (labour only – parts extra)

Installing a later operating system or application on individual machines to cure a specific problem

Restoring data from tape back-up if required

Examples of services not considered to be support or remedial

Support for specialist applications that are best supported by the manufacturer (bespoke programs specific to a vertical market, CAD, Sage, programming, etc.)

Office premises relocation

Increasing number of PCs, servers or cabling points

Rolling out or installing a later operating system or application across the entire network

Additional network points

Restoring data from failed storage hardware (specialist service)

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Backup

We can set up a secure encrypted scheduled unattended backup system for your data to ensure you don’t lose any important documents in the event of a system failure.

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IP telephony 

We can supply and install the latest VoIP systems for your company for 6 to 1,000 users to significantly reduce the cost of your telephone calls.

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PCs and servers

We can specify, purchase and install new hardware and software for your organisation at prices you would find very hard to beat if you went direct to companies such as Dell or Hewlett Packard.  

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Network cabling

We can install Cat 5e and Cat 6 cabling cost effectively with minimal disruption to your business. 

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Network security & CCTV

We can install CCTV and swipe card access systems for all types of business, from a single office to premises in multiple sites, to ensure your business is secure.

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Static IP addressing servers & share point

We can provide your staff with remote access to your equipment, enabling them to work more effectively outside the office. We can also set up share point, an online filing cabinet enabling you to store, save, share and access files from any company computer.

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Web hosting, email & efax

We can host your web and email accounts and also provide you with remote efax direct to your email account eliminating the need for fax machines and paper.

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Training

We can provide comprehensive staff training on all the major MAC and PC packages to ensure your team is completely up to speed.

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General

We can take on virtually any IT project which isn’t already mentioned in this website. Talk to us to discuss your specific requirements.