north london it support - product model and pricing structure

Statement of Fees Fiscal 2015

Statement of Fees 2015 –

VERSION MANAGEMENT

Version No: 1.0 Prepared By: David Roth Date Prepared: 19/02/2015 Comments: Initial Version Reference No: Insert Customer Number Here


INDTRODUCTION WHO WE ARE At North London IT Support, we are a team of highly motivated and well-trained technicians. We utilise technology to deliver truly outstanding IT solutions to your business, whilst delivering a very personalised service. As a growing business, we understand the demands of SME and are able to deliver a portfolio of services from the latest cloud computing and remote working through to bespoke web services and IT support. STATEMENT OF FEES As part of our general terms and conditions, we revise our fees each year, for each contract we hold. We lay these out as clearly and simply as possible in this document. The aim is to be transparent in our costs, This year marks the biggest change to our overall pricing. We have streamlined many complex pricing variables into a system which is robust, yet flexible. It means we are able to continue offering you the highest quality of service, and lets you know what to expect. As mentioned above, this new pricing structure is also flexible. What does that mean? If your business grows, and you need more support, there is a framework which ensures that you always get the best price. It’s the same if you want to reduce the support you require. Simply put, we put you in control! All prices listed are exclusive of VAT, which is added in line with current VAT rates (20%).


PER USER SUPPORT

Possibly the biggest and best change we have made is to focus our products on something called PER USER SUPPORT. What does this mean? We are consolidating a number of support services into a single product, which is packaged on a per user basis. So, if you want support for a single user (yourself!) or 100 users, you only pay what you need to, and no more. USER ACCOUNT We provision, create and maintain the user account. We adhere to all industry best practices regarding data protection, security, and privacy. If your company has any particular procedures regarding user account (for example password expiry policy) then we are happy to discuss setting this up as part of our support package. EMAIL We provision, create and maintain the email address associated with the user account. We also provide a lot of storage space, so you don’t need to delete those attachments. UNLIMITED REMOTE SUPPORT* All of our user accounts come with unlimited remote support*. We provide you with a telephone number to call whenever you need us, and we can remotely solve a wide variety of issues and view your session using industry-leading software. UPDATE MANAGEMENT All of our accounts come with updates throughout their lifecycle. If an update is released for any of our managed applications, we will update and maintain these free of charge. ITEM DESCRIPTION COST User Support Price for a single user subscription, per month. £50.00


BACKUP SERVICES A critical part of maintaining a digital infrastructure relies on keeping your data available and safe. Backing up your data, therefore, is essential to any business. We offer a variety of backup services, across several tiers, to keep your data safe. We ensure that your data is partitioned with the best level of privacy possible, and together with powerful authentication technology it means only you can see your data! HOSTED FILE BACKUP – SINGLE DESKTOP We offer a number of options for hosted file backup, depending on your needs. We recommend that each user active should also have a standard backup package. Below is a table of fees, payable on a per-user basis. ITEM DESCRIPTION COST Standard TWENTY-FIVE (25) GB backup (per month). £5.00 Large ONE HUNDRED (100) GB backup (per month). £15.00 XL TWO HUNDRED FIFTY (250) GB backup (per month). £30.00 HOSTED FILE BACKUP – SERVER BACKUPS If you host information centrally in a server (for instance company mailboxes) then backing these up becomes even more important! We offer a number of solutions to cater for all client needs; from relatively small server backups though to large-scale corporate server backups.

ITEM DESCRIPTION COST Single 150 Single server backup (ONE HUNDRED FIFTY) 150GB £50.00 Single 500 Single server backup (FIVE HUNDRED) 500GB £100.00 Single 2TB Single server backup (TWO) 2TB £200.00 Single 5TB Single server backup (FIVE) 5TB £350.00


ON SITE SUPPORT

Sometimes, a phone call is just not enough! We offer a number of on-site services to give you support where you need it most: PAY-AS-YOU-GO This is our standard service. We can offer an ad-hoc support service, which is paid for on an hourly basis. Subject to scheduling, our qualified IT Service Engineer will be available to attend any on-site issue. SUPPORT 1 A great starter pack for a smaller business, our Support 1 package includes ONE (1) full day of on site IT support per month, subject to scheduling. There is a slight reduction in cost when compared against our Pay-As-You-Go service. Additional hours can be purchased at the standard rate of £60 per hour. SUPPORT 5 This provides great value for money! Our Support 5 package provides FIVE (5) full days of on site IT support per month, subject to scheduling. When compared to the Support 1 or Pay-As-You-Go packages, this represents over £600 worth of savings! We will even give you a discount when booking additional hours, reducing our price to £45 per hour. SUPPORT FULL For complete peace of mind, you can buy our premium package, Support Full. This option includes UNLIMITED* on-site IT support, subject to scheduling. No need to book additional hours! ITEM DESCRIPTION COST Pay-As-You-Go Ad-hoc on-site support, rate payable per hour. £60.00 Support 1 ONE (1) Full day of on-site support per month. £400.00 Support 5 FIVE (5) Full days of on-site support per month. £1,500.00 Support Full UNLIMITED* on-site support per month. £5,000.00


PROCUREMENT SERVICES North London IT Support provide specialist support on procurement of all IT-related capital assets. We know that procurement should be treated as an investment, leveraging the best equipment for purpose against a price that won’t break the bank. We can either ship product directly from our manufacturers to your premises, deliver items to North London IT Support’s office and arrange a drop off service, or offer a full procurement, delivery, and configuration service, subject to negotiation. PROCUREMENT FEES We charge a standard procurement fee on top of all capital asset costs. This is to cover the source and selection process, as well as initial purchase of equipment at the best possible price. We maintain relationships with . ITEM QTY DESCRIPTION COST Computer 10 Example of 10 computers. £5,000.00 Procurement Fee N/A Standard Fee at 5% £250.00 TOTAL £5,250.00 PAYMENT TERMS To provide you with the best possible service, we also operate a separate payments schedule for procurement services. This ensures we are able to meet customer demand for larger capital asset investments, and provide a high quality service across the board:

1. Payment of invoice no later than FOURTEEN (14) calendar days after issue of invoice;

2. Any late payment must be agreed with North London IT Support in advance. Failure to reach an agreement will result in interest being accrued on outstanding balances.


BUSINESS CONTINUITY An area growing in popularity is Business Continuity services. This is a stress test of current IT infrastructure, along with robust planning in case the worst happens. How quickly can you get your business on its feet again after a major disaster? North London IT Support can provide Business Continuity testing. As this is highly specialised, we operate on a fixed day rate, which includes a single scenario. If you would like additional scenarios adding to the overall package, we can accommodate this for a fee, set out below in the fee table. All business continuity testing comes with a detailed report, outlining overall strengths and weaknesses, as well as follow on recommendations to improve your continuity program. SCENARIO 1 Insert scenario text here. SCENARIO 2 Insert scenario text here. SCENARIO 3 Insert scenario text here.

ITEM DESCRIPTION COST DAY RATE Day rate for business continuity (ONE scenario) £1,000.00 ADD-ONS Rate for any additional scenarios £250.00


CONTACT DAVID ROTH DIRECTOR - NORTH LONDON IT SUPPORT Telephone: 0111 111 1111 Email: [email protected]


TERMS & CONDITIONS THE FINE PRINT We believe in providing the best customer service possible. In order to do this, we need to set some ground rules for use of our services: 1. UNLIMITED REMOTE SUPPORT

a. Unlimited Remote Support is supplied to any client purchasing PER USER SUPPORT (at a base cost of £50 per user per month), which includes an active user account. Other products (such as procurement only contracts) are not eligible for this benefit.

b. Unlimited Remote Support is only available to accounts managed by North London IT Support under the PER USER SUPPORT.

c. Whilst North London IT Support make every endeavour to provide truly unlimited remote support services, we reserve the right to restrict this based on a fair use policy. In the event that you need more dedicated support, North London IT Support will be happy to discuss additional requirements.

d. You can add and remove user accounts at any time, by giving timely written notice to North London IT Support.

i. When removing user accounts outside of agreed review windows, North London IT Support will charge until the end of the month the account was deactivated on.

ii. When adding user accounts, North London IT Support will provide a SEVEN (7) day Cooldown Period, during which you are permitted to cancel the user account free of charge. After this period, North London IT Support reserve their right to charge a full month fee.

2. ON-SITE SUPPORT a. All on-site support packages are subject to reasonable scheduling.

Requests should be made in writing, as far in advance as is possible. b. North London IT Support reserve all rights to schedule according to

availability. Where your desired time is not available, we will try our best to book a timeslot as close to the requested time as possible.

c. Using the unlimited package Support Full is subject to the same terms and conditions as all other support packages, as well as a fair usage policy. If you consistently use a high amount of hours, you may qualify


for dedicated support over a longer period of time. We can discuss this separately, and tailor a package to suit your needs.

3. PROCUREMENT SERVICES a. Procurement services performed by North London IT Support are

entered into on an ad-hoc basis. b. Any late payment of procurement invoices (set forth in the LATE

PAYMENTS clause) are subject to

4. BUSINESS CONTINUITY SERVICES a. All business continuity services performed by North London IT Support

are governed by the general terms and conditions set out in this document, plus any additional contractual obligations set forth in the initial contract.

b. Any business continuity services are subject to scheduling. c. North London IT Support are not liable for any loss of data or business,

which occur as a result of recommendations made from business continuity testing.

5. CANCELLATION OF SERVICES

a. Any cancellation of North London IT Support services must be served in writing TWENTY-EIGHT (28) days in advance. The CUSTOMER agrees to pay all outstanding balance upon receipt of final invoice, in line with regular payment terms.

6. LATE PAYMENTS

a. Payment Terms are set out on each invoice North London IT Support issue. Typically these are TWENTY-EIGHT (28) calendar days for Support Invoices, and FOURTEEN (14) calendar days for Procurement Invoices.

b. If payment is not made in line with invoice instructions during this time period, North London IT Support reserves the right to