TSI News
Change at TSI ...

2011-02-28   TSI is Growing Again!   2010 saw TSI shrink it staff compliment, but that trend is changing ...  
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LabInfo goes live at Virbac

LabInfo, TSI's Laboratory Instrument Management System (LIMS) commissioned at Virbac South Africa   Virbac approached TSI to implement a LIMS in the laboratory in Centurion, South...
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TSI service agreement
As a professional service provider, we believe that we need productive and ongoing relationships with clients, in order to work most effectively. The continuity of a service agreement enables us to get to know your environment, users, equipment and business issues better; we can be pro-active instead of reactive; and we can work with you to align your IT needs with your business needs.  
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Benefits

 

Smoothed cashflow Fixed monthly fee with periodic reviews.
No lock-in One month's notice period on either side.
Less administration Avoid multiple orders for small jobs, checking multiple invoices and potential disputes over time spent on a job.
Less downtime It is in our interest to ensure that your IT infrastructure has minimal downtime. We try to be as pro-active as we can, since responding to a crisis is costly, stressful and counter-productive to your business and ours.
Priority support You enjoy a higher priority than our ad-hoc ( "time and materials") clients.
Access to all skill levels If you have a service agreement, you automatically have access to our total pool of skills. Ad-hoc clients pay for services according to the skill level of the person doing the work.
Preferential product pricing We will negotiate and disclose an agreed markup on all hardware and software that you buy from us. No more frustrating shopping around and wasting time getting comparative quotes that often don’t compare like with like.

 

How it works

 

Based on an initial assessment, we will agree on a monthly service fee for your company. The service agreement will specify the equipment covered, which we then term "in-scope". For growth purposes, the monthly service fee is expressed as a "per workstation" fee. As your company grows, the service fee is adjusted proportionally.

 

You will receive a monthly costing schedule listing the equipment that is in scope.  This schedule is amended as equipment is added or removed, and presented to you for approval.  The convenient layout makes any changes to the schedule easily identifiable.

 

In addition, we will have a formal costing review (at least) every six months. Either party can however request to have the review sooner.

 

Our engineers record all time spent servicing your company. All activities require client approval once completed, which ensures that the information is accurate.  This data resides in our on-line service management system and is compiled into a graphical report for the costing review. 

 

You will get full access to our Support Central service management system, where you can enter and track all service requests via the Internet.

 

As a TSI priority client you are required to make use of our e-Box service. This enables us to provide effective and efficient remote support to your network and users, while providing you with reliable e-mail and Internet access.

 

What's included

 

All TSI time spent on in-scope items, such as:

 

Servers

Workstations

Notebooks

Network

Internet and e-mail

PDAs

Printers

Peripherals (scanners, external hard drives, cameras, etc)

Telephone assistance

Collection and delivery of repairs

Assistance and advice with IT strategy and planning

Management of IT sub-contractors when moving or expanding

Loan equipment (subject to availability)

 

What's not included

 

New equipment that you purchase either from TSI or another supplier will not be covered by the service agreement until the equipment is operational. At this point it would be added to the costing schedule and fall under the service agreement.  This would include additional power or network reticulation that may be required.

 

All time required to commission new equipment will attract costs at our standard rates.

 

This is a SERVICE agreement and does not cover any hardware repair or replacement costs.

 

 
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