IT support packages

that fit your business

Packages for all startup sizes

At Qlic we offer a selection of IT support packages allowing you to choose the right level of support for your business. All our packages include a dedicated account manager and unlimited telephone and email support to ensure that you can can feel safe in the knowledge your IT is looked after. 

BRONZE

BREAK/FIX PACKAGE
  • Dedicated Account Manager
  • Unlimited Telephone Support
  • Unlimited E-mail Support
  • Discounted On-Site Support - 30%
  • Pro-Active Monitoring
  • Facilities Management
  • Update Management
  • Third Party Vendor Support
  • Desktop Virus Removal
  • Unlimited On-Site Support
  • Disaster Recover Simulation
  • New Workstation Installation
  • Advanced Security Bundle

SILVER

MANAGED PACKAGE
  • Dedicated Account Manager
  • Unlimited Telephone Support
  • Unlimited E-mail Support
  • Discounted On-Site Support - 40%
  • Pro-Active Monitoring
  • Facilities Management
  • Update Management
  • Third Party Vendor Support
  • Desktop Virus Removal
  • Unlimited On-Site Support
  • Disaster Recover Simulation
  • New Workstation Installation
  • Advanced Security Bundle

GOLD

ENTERPRISE PACKAGE
  • Dedicated Account Manager
  • Unlimited Telephone Support
  • Unlimited E-mail Support
  • Discounted On-Site Support - 100%
  • Pro-Active Monitoring
  • Facilities Management
  • Update Management
  • Third Party Vendor Support
  • Desktop Virus Removal
  • Unlimited On-Site Support
  • Disaster Recover Simulation
  • New Workstation Installation
  • Advanced Security Bundle

PLATINUM

ENTERPRISE+ PACKAGE
  • Dedicated Account Manager
  • Unlimited Telephone Support
  • Unlimited E-mail Support
  • Discounted On-Site Support - 100%
  • Pro-Active Monitoring
  • Facilities Management
  • Update Management
  • Third Party Vendor Support
  • Desktop Virus Removal
  • Unlimited On-Site Support
  • Disaster Recover Simulation
  • New Workstation Installation
  • Advanced Security Bundle

Can't find what you need? Our award-winning Customer Care Team is here

Standard Service Level Agreement

MONDAY TO FRIDAY 8:30AM TO 5:30PM

All calls will be responded to immediately and first line diagnostics will attempt to resolve at the time of the call. Out of hours IT support is available as an ad-hoc or unlimited-use service contact a member of the team for more details. On-site Service Level Agreements are from the time at which our engineers have completed the necessary telephone and remote support and our team confirm that the only suitable course of action is that an engineer is required on-site.

FATAL SEVERITY LEVEL SLA

Complete degradation – all users and critical functions are affected. Item or service are completely unavailable.

Response Time

Tel: Immediate

Email: N/A

Ticket: N/A

On-Site: 2 hours

Out of Hours

Tel: 1 hour

Email: N/A

Ticket: N/A

SEVERE SEVERITY LEVEL SLA

Significant degradation – large number of users or critical functions affected.

Response Time

Tel: Immediate

Email: N/A

Ticket: N/A

On-Site: 4 hours

Out of Hours

Tel: 1 hour

Email: N/A

Ticket: N/A

MEDIUM SEVERITY LEVEL SLA

Limited degradation – limited number of users or functions affected. Business processes can continue.

Response Time

Tel: 1 hour

Email: 2 hours

Ticket: 2 hours

On-Site: 8 hours

Out of Hours

Tel: 2 hours

Email: N/A

Ticket: N/A

MINOR SEVERITY LEVEL SLA

Small degradation – few users or one user affected. Business processes can continue.

Response Time

Tel: 2 hours

Email: 4 hours

Ticket: 4 hours

On-Site: 12 hours

Out of Hours

Tel: 4 hours

Email: N/A

Ticket: N/A

Our support packages include dedicated account management, IT consultancy, facilities management, unlimited telephone/remote IT support, on-site support and pro-active network management. Cover is comprehensive and applies to each user; regardless of the number of devices that user has or type of fault. This includes hardware, software, servers, network infrastructure, desktops, laptops, mobile devices, printers and peripheral devices.

In the event of an issue or problem, the client will email or phone the dedicated support line to speak with an engineer to resolve the query. There will be no charges for support calls made to us or the time that is spent resolving support based queries. This is covered in the monthly subscription. If the problem is unable to be resolved the remotely, an engineer will be dispatched to site to resolve the problem.

If you would like to find out more about the IT Support Packages for your company, complete the form below and a member of the team will be in contact.