Wessman Service Agreement FAQ
How does a Wessman Service Agreement work?
Together, we perform a thorough evaluation of your hardware and software needs and systems, which includes an examination of each machine and application. We will determine which machines (if any) will need to be replaced to function at the same high level of excellence and reliability as the whole system we will generate.
Next, a Wessman technical specialist will configure and integrate your network resources — new and old workstations, servers, and network hardware — for maximum functionality and reliability. We implement any changes necessary to eliminate common computer failures. Then we commit to keep them running right. We are betting on our expertise at set-up, and efficiency at maintenance and repair, so we don’t have to exert more time and effort than necessary to keep your systems working for you. We gamble so you don’t have to.
Then, whenever there’s a problem, any user in your company can phone our Technical Specialists at our call center and we’ll respond within the guaranteed response time specified in your Agreement. We'll fix the problem, either during that call, or using Remote Access to your system, or with an on-site visit by a Field Support Specialist. Your users won’t need to disturb you at all — yet another way we protect you from computer hassles.
Because we understand how harmful downtime can be to your business, and because we care for your success, Wessman Computer Services responds as quickly as we can, often immediately, usually within the hour, and never later than the guaranteed response time.
What is included?
Our standard Service Agreement includes all labor to resolve hardware and software breakdowns and problems, labor to install initial upgrades, and hardware-failure replacement costs. For a higher level of systems development, problem prevention, and operating management, see our Wessman Virtual IT Department service offering.
What if some of my computers, servers, and other hardware are not worth covering because they are obsolete, of inferior quality, or otherwise not well-suited for a top-quality information system?
We will replace that equipment with the most reliable and cost-effective modern equipment. You will be responsible for the costs of new hardware and its initial configuration. We have an optional plan that will pay for the replacement of covered equipment after three years.
Can you get us good deals on computers?
We will deliver you the most reliable and cost-effective hardware. That’s the best deal of all. Over time, that can save you the entire cost of some monthly services.
If I choose to retain some of my newer computers, what will you do with them?
We will reconfigure and update them, and integrate them into your new system. We will do this on an hourly basis because there's no way for us to know what will be required. Then they are included in your Service Agreement coverage just like your new machines.
How is the Service Agreement monthly fee calculated?
The cost is simply based on the number of workstations and servers you are using. We offer several plans, from bare-bones hardware-failure support, through hardware-and-software failure support, to plans with guaranteed response times, to plans that will replace your machines on a three-year cycle.
What is your response time?
That depends on your needs. We offer a variety of options to meet your specific work schedule and other requirements. Eliminating down-time is our top priority, so Wessman Computer Services consistently responds well within your Agreement's guaranteed minimum response time.
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