Support Service

What does our Support Service offer?

The services are available to all NETprotocol clients and will provide a telephone & e-mail support service. In addition to traditional telephone and e-mail support services, there will also be a remote support and management element based around VPN technology, allowing the NETprotocol team instant access to each clients LAN. This "Virtual Presence" will allow on-site type management and troubleshooting facilities.

Two levels of support are available as outlined below:

Standard Service Outline

• Unlimited Telephone & E-mail support
• Response utilising remote support tools via VPN connections where applicable - VPN capable device required
• Available between 09:00 and 17:30

Costs from:

• up to 50 users £7,500 p/a
• 51-499 users £11,000 p/a
• 500-999 users £14,500 p/a
• 1000 users £21,500 p/a

Premium Service Outline

As the Standard Service offering, plus:

• All required site visits included in the annual fee

Costs from:

• up to 50 users £11,000 p/a
• 50-499 users £14,500 p/a
• 500-999 users £18,000 p/a
• 1000 users £25,000 p/a

Both levels of support include a login to the NETprotocol "Client Secure Area" of this website which has information on the following:

• Technical Information (Patches / Technotes etc)
• Online Product Documentation
• Links to other information resources
• Ability to log support calls online

In addition to the two services outlined above, NETprotocol can provide bespoke services to match most requirements. If bespoke services are required please contact operations@netprotocol.net with your service requirements and we will be more than happy to assist.

Client Testimonial

“Their technical expertise is excellent. On the rare occasion we’ve had a problem that’s stumped them, unlike other firms which will tell you any old rubbish to get you off their back, NETprotocol go out of their way to find the solution and get the job done.

We trust NETprotocol to deliver what they promise, to advise us on which solutions are best for a given problem and we know we can count on them.

Their no nonsense approach is refreshing. Whether they’re dealing with techies, management or anyone in between you can expect straight to the point, honest discussion without hidden agendas or IT double speak.

We trust NETprotocol with our support, they’ve never let us down and I would recommend them to anyone.”

Joel Crooks, Senior Systems Administrator, Langleys Solicitors, York/Lincoln