Pay As You Go Support

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Overview

Our unique 4 Ultro Blocks packages: complete Support IT, pay-as-you-go IT Help, 24/7/365 business IT Helpdesk from only 750 SP per case.

4 Ultro Blocks are prepaid blocks of IT support time. They are rather like a pay-as-you-go mobile phone tariff, but instead of buying airtime, you buy IT support time.

There are no monthly fees. Instead you purchase an initial package of 4 Ultro Blocks which entitle you to expert IT support whenever you need it. Afterwards, you simply top-up with more 4 Ultro Blocks.

You can use 4 Ultro Blocks for just about any IT related task, whether it’s routine administration or resolving an emergency. It covers servers, networks, desktops, laptops, BlackBerry and Windows Mobile Messenger, email, internet connectivity, VOIP and Microsoft software and operating systems.

Our expert engineers are available 24/7/365 and respond immediately when it’s an emergency. Our technology enables us to resolve over 90% of problems remotely, but when you need onsite assistance, that’s available too.

4 Ultro Blocks are comprehensive enough to give your business all the IT support it needs. But they are also flexible and so can be combined with one of our Contract Support packages, or with an inhouse IT department, for cost-effective out-of-office hours protection.

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Benefits

No IT expertise required
We are business IT experts so you don’t have to be.
Lower annual IT costs
Because you don’t pay any charges when you don’t need our help, 4 Ultro Blocks usually work out up to 40% cheaper than a fixed cost annual contract.
No need to guess your future IT requirements
4 Ultro Blocks never expire and you don’t have to specify in advance what they will be used for.
A faster response means less downtime
We are open 24/7/365. In an emergency we guarantee a response within 15 minutes. That’s twice as fast as the industry norm.
Supporting all your IT
Hardware, software, operating systems, email, internet connectivity, mobile devices and VOIP are all covered.
Remote and On site support
Remote assistance is quicker and cheaper, and in 90% of cases that’s all you will ever need. But on site assistance is available too.
Low charges – from only 750 SP per case
If we can resolve a problem in 15 minutes, that’s all we charge for. And you can lower the cost by 75% by requesting a next business day response.

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Features

Flexible pay-as-you-go IT support
No fixed monthly fees, annual contracts or minimum charges. With 4 Ultro Blocks you just pay, use and top-up.
Covers hardware, connectivity and Microsoft software and operating systems
Servers, networks, desktops, laptops, BlackBerry and Windows Mobile Messenger, email, internet and VOIP are all included. If you want to check that we can support a specific item, please call us.
Covers all your IT administration and maintenance
About the only tasks 4 Ultro Blocks can’t be used for are the procurement of new hardware and software and special projects work. If you want to check that we can support a specific IT tasks, please call us.
Provides emergency IT support 24/7/365
4 Ultro Blocks give you immediate access to our engineers, even if it’s late at night, or on a weekend or during a public holiday.
On site support at your premises, whenever you need it
Our technology allows us to solve over 90% of problems remotely, but on site support is available too.
High service standards guaranteed
4 Ultro Blocks come with a tough business-minded SLA guaranteeing you emergency response times that are twice as fast as the industry norm.
You decide which of your IT users can contact us directly – and what they are allowed to authorise
There is no need for everything to be channelled through you.
15 minute billing cuts costs by up to 75%
Our expert engineers can resolve many problems within quarter of an hour. Therefore we bill you per 15 minutes of time spent rather than rounding up to the nearest hour like most IT support companies do.
You can choose slower response times to save money
Most IT jobs, thankfully, are not urgent emergencies. When you call us, you can choose whether you want an immediate response, a same day response or a next business day response, saving up to 75% of the cost.

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Please note that none of our IT Department plans are fixed in stone. If you need a specially tailored solution to take care of your organisation’s individual needs, please call us on +963 949 661881.

Download IT Department Information as PDF

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Questions & Answeres

[dropcap3]Q [/dropcap3]How do I request Support using my 4 Ultro Blocks?
A: Simply Call the Support Team on the dedicated support number or use the dedicated eMail.

[dropcap3]Q [/dropcap3] What Support is covered with my 4 Ultro Blocks?
A: Almost everything IT related is covered apart from the supply of equipment, software.

[dropcap3]Q [/dropcap3] Am I obliged to buy a certain number of 4 Ultro Blocks every month or every year?
A: No, the 4 Ultro Blocks system is unlike an annual contract, you are in control. You decide the number of 4 Ultro Blocks you need to buy depending on how much support time you think you will need and use.

[dropcap3]Q [/dropcap3] How many 4 Ultro Blocks should I keep in my 4 Ultro Account at any time?
A. This can vary depending upon the amount of support you want. However as you gain experience in using the 4 Ultro Blocks system you will learn the number of 4 Ultro Blocks you tend to use and can maintain your account balance accordingly.

[dropcap3]Q [/dropcap3] What if I don’t have enough 4 Ultro Blocks in my 4 Ultro account to cover resolving my IT issue?
A: We will complete the work and resolve your issue as long as your account is paid up to date. We’ll then advise you for any time in excess of your 4 Ultro Blocks balance. You will then need to top up.

[dropcap3]Q [/dropcap3] Why do I have to sign Terms & Conditions?
A: 4 Ultro Blocks Terms & Conditions are designed to protect your business. They specify exactly what is covered and not covered within the 4 Ultro Blocks service. They also contain a mutual ‘Non-Disclosure Agreement’ which is vital for you as you are giving us access to systems which probably contain confidential business information.

[dropcap3]Q [/dropcap3] How will I know when I need to top up my 4 Ultro Blocks Account?
A: We will advise you when your balance is low – you can then place an order via email.

[dropcap3]Q [/dropcap3] Will there ever be times when you’re not available to support my business?
A: No 4 Ultro Blocks IT support service is available 24 hours a day, 7 days a week 365 days a year

[dropcap3]Q [/dropcap3] What response times and service levels do you offer?
A: We provide two Same Day response services, 15 minutes for very urgent incidents and 2 hours response for less urgent issues. Our 8 hour response Next Business Day service is ideal for non critical issues. We also provide out of hours remote and on-site support 24 hours a day 365 days per year.

[dropcap3]Q [/dropcap3] Do I have to stick to a fixed service level for a set contract period?
A: No – with 4 Ultro Blocks there’s no contract period and you can choose you’re desired response time on an incident-by-incident basis.

[dropcap3]Q [/dropcap3]Am I charged the same amount of 4 Ultro Blocks regardless of the time of day/night I require IT support?
A: The number of 4 Ultro Blocks we will charge varies depending on:

[list_item]The service level – speed of response you want.[/list_item]
[list_item]Whether we can support you remotely or need to attend on-site.[/list_item]
[list_item]What time of the day or night you want the work done * For full details please refer to the 4 Ultro Blocks charges table.[/list_item]

[dropcap3]Q [/dropcap3] What if you can’t solve my problem straight away?
A: We will advise you on why, how and when we will resolve the issue

[dropcap3]Q [/dropcap3] What happens with un-used 4 Ultro Blocks if I wish to close my 4 Ultro Blocks Account?
A: If you decide that the 4 Ultro Blocks IT support time service is not for you during your 90 day trial period you can notify us and we will refund you in full for any un-used 4 Ultro Blocks. After this period your 4 Ultro Blocks in your 4 Ultro Account never expire so you can use them at any time.

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