ProCare

Factsheet Support Services 12/12/2005

Delivering first class service, providing 100% peace of mind

ISC ProCare launched in 1992, and now supporting 250,000 users across the UK, is ISC's premium fix-or-replace desktop maintenance service; backed by a Service Level Agreement (SLA) that promises to fix your equipment within the guaranteed timeframe or your hardware will be replaced, thus reducing downtime and improving productivity.

ProCare provides on site support from our nationwide base of engineers, a range of equipment is covered including all mainstream manufacturers of PC's, Laptops, Desktop Inkjet and Laserjet Printers and Peripherals. Core elements of this service include predefined service levels tailored to meet your business needs and the contingency of loan, or exchange equipment, whereby ISC will remove the hardware from site and, depending on the service plan, will leave a loan unit with the customers' software image preloaded.

This service is delivered by a dedicated, experienced and vendor accredited team of ISC employed engineers. The ProCare Team is totally committed to providing customers with high quality service delivery.

As a key ISC service, ProCare is backed by a highly capable, customer focussed management team. This optimises the quality of ISC's service delivery and ensures that best practice delivery mechanisms are consistently applied.

ProCare is available to all business types within the UK and Ireland and is offered with fix times and hours of cover to suit customer's individual requirements.

Fix Times

4 hour response with a 4 hour fix (8 hours)
8 hour response with a 8 hour fix (16 hours)
16 hour call to fix
Next Business Day

Hours of Cover

9.00 - 17.30 Monday to Friday (excluding public and bank holidays)
Extended hours are available on request

Key Features

First time recovery, backed by contractual commitments.
Tailored SLAs to meet customers' exact business needs.
ISC utilise a dedicated team of highly trained and qualified engineers.
ISC are able to provide competitive pricing.
Loan equipment provision to maximise system availability.
Extensive stock holdings to meet Service Level Agreements.

The above Service Level Agreements are available subject to geographical location of equipment

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