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Support & Maintenance

Prolinx Support Pack

Effective support of IT systems is fundamental to minimising hardware failures and unexpected system outages. However, IT departments are often faced with the costly overheads, and the complexity of maintaining systems from multiple vendors and multiple service windows.

Prolinx delivers UK-based service packs to work as an extension of ‘in-house’ teams; freeing up staff for key strategic projects. Our portfolio of support packages offers a range of cost-effective support services with committed response times to optimise the availability of your IT estate.

Flexibility

Prolinx Support Packs (PSPs) deliver cost-effective support services that enable organisations to consolidate and simplify maintenance, providing;

• Guaranteed service levels ranging from Monday to Friday (9am - 5:30pm) through to comprehensive 24 x 7 x 365. All services can be tailored to your exact business needs

• Rapid access to vendor accredited engineers across the UK for on-site service and support

• Regular reporting and reviews with your Prolinx Account Manager

Single point of contact

We provide a single point of contact for the resolution of your multi-vendor maintenance and support requests. Prolinx delivers dependable and consistent levels of service.

Proactive incident management

Your incidents will be managed by the Prolinx Service Centre. Resourced by our team of certified and accredited experts, all calls are managed through to completion. In 85% of cases, support calls are resolved without the need for a site visit, helping our customers maintain very high levels of system availability.

Nationwide coverage

With access to over 2,300 engineers, Prolinx has the resources in place to keep your systems running at peak performance, throughout the UK.

4-hour Prolinx Support Packs

Available in ‘Standard’ and ‘Premium’ packages, the 4-hour PSP delivers a 4-hour fix, available 24x7x365 anywhere on the UK mainland (Standard service covers Monday to Friday, 09:00 to 17:30 - excl. public holidays).

From the initial call to the Prolinx Service Centre (open 24x7), the incident is logged. Where a resolution is not possible by phone, Prolinx will invoke a visit to site by a technically qualified Prolinx engineer. In agreement with the customer, the engineer will attend site and resolve the incident within a 4-hour period.

8-hour Prolinx Support Packs

Available in ‘Standard’ and ‘Premium’ packages, the 8-hour PSP delivers an 8-hour fix, available 24x7x365 anywhere on the UK mainland (Standard service covers Monday to Friday, 09:00 to 17:30 - excl. public holidays).

From the initial call to the Prolinx Service Centre (open 24x7), the incident is logged. Where a resolution is not possible by phone, Prolinx will invoke a visit to site by a technically qualified Prolinx engineer. In agreement with the customer, the engineer will attend site and resolve the incident within a 4-hour period.

Next Business Day Prolinx Support Packs

Available Monday to Friday, 09:00 to 17:30 (excl. public holidays), this services provides a Next Business Day fix anywhere on the UK mainland.

From the initial call to the Prolinx Service Centre (open 24x7), the incident is logged with an experienced member of our support team, based in the UK. If a resolution is not possible by phone, Prolinx will invoke a visit to site by a technically qualified Prolinx engineer. Where calls are logged pre 17:30, a Prolinx engineer will attend your site the following business day and resolve the incident.