Dpeyemedia Computer Services Limited offers third party hardware maintenance support contracts throughout the United Kingdom. Being an established third party maintenance company means we are not tied to any one manufacturer and our expertise extends to all major brands as well as generic or �clone� type equipment. Our vast experience and the ability to listen to our customers' needs has enabled us to offer a comprehensive range of services, so that when anything goes wrong with any part of our customers' IT infrastructure, help is instantly at hand.

The Maintenance Contract

We recognize that companies require a maintenance contract to protect their investment in IT equipment. We make it our business to ensure we know our customers' needs in order to anticipate the correct spares holding and engineering skills to fulfil these needs. This ensures when a fault is logged the customer receives the requested response, minimal disruption and a quick efficient repair or suitable loan equipment.

On-site Maintenance Agreement Options:

2 hour response (subject to demographic location)
4 hour response
8 hour response
Targeted next working day

Included in the cover: All parts and labor
Travel
Loan equipment

The Fixed Fee Voucher Service Contract

The Fixed Fee Voucher Service Contract follows the same matrix as an on-site Maintenance Contract with one exception, the customer, investing an initial deposit, can choose if a repair is cost effective against the fixed fee levied.

Fixed Fee Voucher Options:

4 hour response
8 hour response
Targeted next working day

Included in the cover: All parts and labor
Travel
Loan equipment (if available)

Enhanced Warranty

The Enhanced Warranty support contract covers the management of the warranty call and fault diagnosis of behalf of the customer. We deal with the manufacturer�s warranty ensuring that all obligations are honored. We save you time and aggravation by taking complete charge of communications with manufacturer and we deal with the paperwork and administrative details for ordering, receiving and shipping replacement parts. Our service includes guaranteed response time and all parts and labor. The software element of the support contract will include comprehensive telephone support and, if necessary, on-site technical assistance on the specified software.

The Ad-hoc Call Out Service

The ad-hoc repair call out service provides an alternative solution to
on-site contracts. Whilst not ideal for critical time down environments, this value added service offers a maximum two working day response and five day fix/test period for all off-sited equipment. The call out charge includes the first hour on site, followed by an hourly rate, all parts are charged in addition and there is no loan equipment.

Server and Workstation Technical Days

This is an ideal way for a customer to either plan special projects ahead and budget accordingly or make provision for those unforeseen emergencies. Technical Days can be purchased in advance, either individually or in blocks.

Dpeyemedia Computer Services Limited will guarantee an engineer on site within 4/8 working hours (subject to demographic location). This service is offered to handle non-emergency, but urgent, requests placed before 11.00 a.m.

Utilize Technical Days for:

Server/workstation operating system faults
Installation of new hardware/software
Management of server health
Equipment migration
Special projects

The Repair Centre

This is the hub of our engineering force, managing tasks best suited to the test conditions available in a workshop environment.

Hardware repairs
Hardware configuration
Multiple and stock item servicing
Pre-installation preparatory work and configuration
System builds
Equipment appraisal
Preventative maintenance, virus detection and clean-up service
New equipment/software/network Lab tests

The repair centre provides a central resource for our field service personnel, giving technical advice to our engineers and providing additional support to our customers.

Reporting Procedures

Dpeyemedia Computer Services Limited will provide customers with statistics on its performance either on a quarterly, half-yearly or annual basis. Snapshot reports are available upon request. This reporting service will include an accurate record of the faults the customer has logged over a specific period, the action taken and response and fix times.

Out of Hours Fault Logging

The Call Centre operates between 9.00 a.m. and 5.00 p.m. each business day. For the convenience of our customers anyone wishing to place a fault call either before or after hours can do so via electronic mail. The response to a call will be logged at 9.00 a.m. following receipt of the notification.