Support contracts & project agreements

Ongoing support contracts

LEFTEROS designed technical support services around business operations: keeping installed equipment and cloud services such as email, hosting, backup and data-centre IP PBX systems running.

The support package was tailored to each organisation. Preventive maintenance aimed to identify faults before they became serious. Regular communication with management covered security risks, including loss or disclosure of sensitive information.

The contract scope included:

• Priority response when a fault occurred.
• Scheduled on-site checks of hardware, software and communications.
• Regular remote checks of servers and workstations.
• Security reviews and checks on access to business information.
• Remote security assessments and backup-process verification.
• Incident and disaster-recovery planning for serious disruptions.
• Advice on infrastructure upgrades, with cost and delivery estimates.

Contracts ran for an agreed term, with an option to extend. Coverage included endpoints, peripherals, central systems and telecommunications infrastructure.

Project-based agreements

For a defined project, the agreement covered requirements analysis, costing, scheduling, implementation and handover within an agreed budget and timescale. Products and services were assessed against the project’s actual requirements.

The main characteristics were a defined duration and delivery cost, an agreed outcome and resource allocation, and a known implementation schedule. The approach aimed to avoid unexpected charges, make sensible cost/performance decisions and reduce long-term maintenance costs by enabling the business to support the delivered solution where practical. Specialist involvement could be limited to the implementation period.

These agreements covered both simple and complex IT projects. Discuss a current requirement.