CRYSYS FAQ 1) We have an application that nobody supports anymore, is maintaining this included?CRYSYS managed services system involves several stages. First we need to see what we are dealing with when looking at taking on a prospective client. This involves visiting the site and spending as long as it takes to fully document and test the current state of your technology infrastructure which includes your network, documentation, agreements with other service providers (eg: print or phone providers) If the application is a real "unknown we may exclude it for a period of time (usually 3 months) so that we can establish how much it is going to cost us to support. This means we will bill a standard hourly rate for any support calls that relate to that particular application. This eliminates any over/under charging that could otherwise occur due to unfamiliarity with the product. 2) Does this initial "Audit" of our system cost us anything? Yes it does. We charge standard hourly rates to do this audit. Our service is of a very high standard, and we charge accordingly. Expect a time frame of between 10 to 20 hours to complete this audit based on a 10 PC + 1 server System. "When you compromise, you become a commodity and then you die" Gary Hirshberg 3) You include disaster recovery, are you insane? This is in relation to the servers located at client sites and yes we include the labour to get your server back up and running again if the server has had a catastrophic failure. Labour is provided regardless of the time, day or night. This service will only occur if it is reasonably practical, in other words as long as there is a current backup of your system and it does not mean we accept liability if your server is unrecoverable, it is best effort only. 4) What is vendor management? This is a idea we came up with that makes us different from most other solution providers! Through our local Adelaide support desk, we become your single point of call for all your vendors, for example:
Think of the work that this will save your office manager? Many office managers are great organisers but get flustered when these vendors start asking technical questions that they cannot answer. Trying to co-ordinate point of sale providers with I.T support and then the telephone vendor to complete a single task and keeping up with the different terminology that each profession uses, all the while trying to relay this technical information to each vendor can be a real nightmare and will usually result in long delays for critical business projects as well as frustration and stress for internal staff. We take this burden of your hands. Being technical ourselves, we can usually co-ordinate much better with these vendors, being able to speak the same language and the result is quicker completion of business projects and happy staff. Its one of the greatest features of the CRYSYS managed service system. What if we buy a new PC or want a project completed, is that included in the monthly payments? No, as you can understand it would be impossible to work out a monthly plan based on future projects or new purchases. We can only base the monthly fee on what is currently known. Anything else would be a variation to the original contract. In these circumstances (which is quite common) we adjust the monthly fee to include an agreed extra amount.
|