FormaServe IT Support

Our commitment to you is low cost, high quality support.

We are a Microsoft Partner, Intel Partner & a member of the IBM Partnerworld program.

We offer a complete range of software support for the Microsoft operating systems, IBM i & network infrastructure support.

Our programming language experience is second to none. From RPG II to the latest RPG ILE & the latest IBM i Open Source languages of PHP, NodeJs etc.

All our support offerings are available, regardless of the IBM hardware you run.

We do not worry if you run your business on hardware, or operating systems, that IBM no longer supports. We are here to help.

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Our Support Packages

We offer a complete range of software support for the Microsoft operating systems, IBM i & network infrastructure support.

No clients are the same. That's the reason why many of our customers opt for different packages across different sites or servers.

We provide the following support packages.


Light

Pay As You Go

  • Great support without the contract!
    • No Ties - Call us when you need us!
    • £100 per hour
    • Email support
    • No monthly fee
    • No initial period

    Available Mon to Fri 09:00 - 17:00
    Initial opening of a ticket will incur a £25 administration fee

    Standard

    £350

    • 50 hours of remote support per year
    • Telephone support
    • Email support
    • Help centre access

    09 ‐ 17 ~ 7 days a week - £450
    24/7 - £550
    All prices are for a calendar month

    Enhanced

    £700

    • 100 hours of remote support per year
    • Telephone support
    • Email support
    • Help centre access

    09 ‐ 17 ~ 7 days a week - £800
    24/7 - £950
    All prices are for a calendar month

    Ultra

    £4,000

    • Unlimited Remote Support
    • Telephone support
    • Email support
    • Help centre access

    Our 24/7/365 support service is there for you whenever you need it

    If none of the above fit your requirements, allow us to provide a quotation customised to your exact support needs.



    On-site Visits

    Contract Length

    Misc

    If an on-site visit is required, it will be charged at £1,000 a day, or part of. Expenses will be reclaimed at cost.
    Contract clients can use their included hours if they wish.
    For the Standard, Enhanced & Ultra packages, an advanced monthly fee is paid each month, for a minimum term of 12 months.
    Please note that all prices are stated in GBP, without VAT at the current rate at time of invoicing.


    Remote Connection Software

    FormaServe uses TeamViewer to remotely support clients, largely because of its track record of security & TeamViewer is deliberately designed to be unsuitable for covertly monitoring computers – allowing clients to feel safe.

    Select the option you wish to use for our remote support.

    Quick Support

    • Click on the link below to download Quick Support
    • Nothing is installed on your device
    • Teamview Quick Support

    Full Support

    • Click on the icon below to allow us to fully support you, using Teamviewer for remote support
    • Teamview Support Module

    Meeting

    • Download the Teamview Meeting module by clicking on the icon below
    • Teamview Meeting Module

    Our Ticketing System

    Our ticketing system, which will be accessible to you via our web-site, will allow you to see the current status of all your calls.
    Calls may be logged via our website, e-mail, or telephone.
    This system will also allow us to assign the correct resource to your particular problem.
    Each ticket will have a severity assigned, not only will this allow us to prioritise our response, but will assist you in your planning.

    Severity Categories

    Severity 1

    • Priority 1 is the highest severity, a complete system failure.
    • This will be investigated with utmost urgency, with 'all hands to the pump'

    Severity 2

    • Priority 2 is reserved for severe business impact problems.
    • These include situations where one client cannot perform work assignments due to network, hardware or application failure.
    • These will be investigated with urgency. For example, problems with BACS transmissions.

    Severity 3

    • Priority 3 problems include situations where there is a non-critical loss of functionality.
    • A user can move to another workstation to perform their tasks or the customer has another alternative to facilitate their work.
    • The technical personnel assigned to a severity 3 call request is expected respond to the customer within 8 business hours (1 day) and is expected to provide a resolution within 24 business hours (3 days).

    Severity 4

    • Priority 4 is reserved for requests that result in an increase in functionality customer.
    • Examples of this are O/S upgrades, application upgrades or any other computer related enhancements in order for a customer to perform their work.
    • These call requests are scheduled at the convenience of both the client & technician.