Service Breakdown

Remote Support (Business Hours)

To minimize resolve time and for maximum efficiency, PC Concepts Support includes secure integrated remote control system that allows PC Concepts

to troubleshoot issues regardless of where the endpoint is, keeping your employees as productive as possible.

Remote Support means problems are resolved quicker without the need for a call out.

Not all problems can be fixed remotely, but on-site visits are often shorter due to the knowledge and history collected by PC Concepts Support.

Discounted remote support charges apply based on your package.

On-site Support (Discounted Rate)**

If a problem cannot be resolved remotely, a technician will be dispatched according to the urgency of the issue .

On-site support will only be offered after remote services have been unsuccessful. Discounted on-site charges apply based on your package.

Managed backups*

The PC Concepts backup solution provides on-site backup over your network or to a removable device.

Backups are remotely monitored so we can replicate that information back to you.

In the case of a failure beyond the PC Concepts SLA a fixed fee will apply.

1 Free call out per 10 endpoints*

PC Concepts will supply your company with 1 Free call out per 10 endpoints you sign up with us.

This Call out can be carried over to the following month as an additional call out after the stipulated Free Call out for that month is used, otherwise it will be

forfeited if still not used in the carryover month.

Free phone support per month*

Solution Knowledge base*

Bare metal backups**

Priority Response