IT Support Agreements

Our I.T. Support Agreements include as standard:-

Telephone, Email or Remote Support requests are unlimited.
Quarterly Account meetings.
SLA with Guaranteed response times.
Engineer despatched within 1 hour for onsite assistance resolving critical issues.
Recovery plans for Critical Hardware.
Discounted rate for Project work.
3rd Party Supplier Liaison.
Monitoring Software included.
Anti-Virus Subscription included.
Renewals, Licenses, Subscriptions and Warranties managed.

Typically we deal with Clients in one of four ways:-

Standard Support Agreement

Our Standard Support offering provides you with unlimited Remote Helpdesk support or advice on any aspect of the items covered, the only additional costs are for onsite visits which are charged at a reduced hourly rate.

Plus Support Agreement

Plus Support gives your business a fixed price monthly plan for all the IT Support you need – both Onsite and Remote support are unlimited.

3rd Line Support Agreement

We developed our 3rd line service for Organisations with existing onsite support staff that require a level of technical expertise beyond that which the onsite staff can provide. Typically we see this in enterprises with a high level of technical sophistication which mandates that support be available on demand for these systems in a way that traditional consultancy does not provide for. These are also the Clients that typically have 24/7 or Out of Hours Support requirements in line with their Business operations.

Comes with a set number of Hours Support each month (determined by Client).
Additional Support Hours billed at an agreed rate.
Availability, SLA & Response times agreed with you to suit your needs.

Ad Hoc Support

Our services are also available on an ad-hoc basis, charged by the hour if you aren’t yet ready to commit to a Support Agreement.

Call us now on 01782 200 987 to find out more about IT Support Agreements or click here to get in touch.

Customer Since 2014

"Having worked with arc IT for several years now, I would gladly recommend their IT support services to anyone...they are a very flexible and professional company. When they say they will do something they will do it, and always follow up with a call to see if everything is okay. They deal with all our third party suppliers so that we get a resolution as fast as possible."

Sue Hargreaves Office Manager
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Customer Since 2014

"Recol's business is complex and choosing an IT support partner that is both reliable and responsive is critically important to the smooth running of our operations. We have worked with arc IT since 2012 and have been continuously impressed with their excellent levels of customer service and support.

The staff at arc IT are polite are genuinely interested; friendly, and approachable. The team always call back when promised, which in its self is a fantastic service that a lot of companies offer but do not fulfil.

Our staff are never made to feel at fault and the response from the arc IT Support Team is never a negative one, but one of reassurance and positive feedback - and always ask "if there's anything more they can do to help".

They will work through day and night to solve any issue that may occur to ensure your business runs as smoothly as possible"

Noel Lovatt Director
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Customer Since 2012

“arc IT have been helping us with all our IT support & we can fully recommend their professional friendly staff. Always available on the phone & when have called them out they have always managed to fix our problems. We are very pleased since we changed our IT support supplier.

A truly professional company who have taken time and effort to learn the requirements of our business and have tailored their service accordingly. All calls are answered immediately, with a timely, efficient resolution of our issues. It is reassuring knowing they are available when needed.”

Manoj Raja Director
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Customer Since 2011

"The standard of work provided by arc IT over the many years we have used them is of the highest quality and response times are exceptional, dealing with IT issues either over the phone, remotely or in person. arc IT have always provided a first-rate service and have always been available to discuss our requirements and needs, offering professional advice and assistance in helping us achieve our IT goals." In cases of emergency arc IT have implemented our business continuity plan to the letter to ensure we had the least amount of downtime possible."

Gareth Leese
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Customer Since 2007

"We needed to move a number of domains over to another service provider as quickly as possible with as little or no interruption to our website operation. There are a plethora of IT company’s to choose from but arc I.T. seemed to have the edge with the speed and efficiency in which we could make the change along with the assurance that we could rely on their support and person to person interaction, rather than a faceless control panel. Our hosting was switched without interruption to our services and with little input from ourselves saving us both time and money. We’re now getting a better service at a lower cost."

Lee Garner IT Director
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Customer Since 2016

"I would definitely recommend the I.T services of arc IT Solutions. Needing help setting up my business and network I spoke to arc who had considerable knowledge and clear expertise. All the work was done to a high standard, professionally and delivered promptly. They ensured we had everything we required. They also saved us money along the way streamlining the kit we already had.

If we require support we are guaranteed a response at no extra cost, the support is also instantly available with connections to their knowledgeable technicians taking under 2 minutes. We have been with Arc I.T Services for many years now and I happy to say that the service is as excellent now as it was when we first signed up."

Mark Thorndike Managing Director/Owner
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Customer Since 2008

"arc I.T. worked with us to define the IT strategy that has given us the flexibility & scalability we needed as the business has grown. arc I.T. are the perfect IT support company for us, speaking plain English, without the jargon and responds quickly when the need arises – 90% of our issues are analysed & resolved remotely without needing to get an engineer onsite. We’ve found them to be professional, reliable and responsive - and their open approach and predictable costs helps us immensely.”

Mark Duggins Finance Director
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Customer Since 2008

"Our team relies heavily on IT to deliver the excellent levels of customer service we need to maintain. We needed an email solution that was reliable and easy to use – arc I.T. helped us to migrate to a new system quickly and simply, and it’s great to know they are at the end of the phone whenever we need them.”

Geoff Lawton Director
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Customer Since 2013

"arc I.T. give us immediate solutions to any problems we are experiencing. Excellent response to IT emergency particularly when we initially joined. In-depth knowledge of all aspects of IT."

Phil Thorpe Director
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