SAME SAME BUT DIFFERENT
Managed Services Agreement Renewal
Thank you for your ongoing support. We love providing you with great IT services, helping you take the hassle out of managing your IT. You have landed here because we are already your IT service provider (YAY!), we simply need you to renew your Managed Services Agreement which renews your support with us.
We want to continue providing the best service possible, and continue being:
- A local IT Support Business
- Fast and dependable IT support
- Someone that understands your industry
Our goal is to do everything we can to make sure we give you reliable, cost-effective, fast and most of all WORRY-FREE IT Support so that you can focus on what you do best.
We cover the following:
- Fully managed Anti-virus and Ransomware Protection
- Disaster Recovery Planning and Solutions
- Remote IT Support
- Help Desk Support Services
- Scheduled Onsite IT Visits
- Internet Connectivity Support
- Hardware Installation and Maintenance
- IT Asset Management and Inventory
- VoIP Telephony Management
- Daily Proactive System Health Checks
- Routine Software Updates and Patches
- Email Management and Support
- IT Infrastructure Assessment
- Comprehensive Network Monitoring
You get the following:
- Faster IT systems allowing for better productivity
- Fixed monthly costs, allowing for easy budgeting
- Regular reporting so you know what’s happening
- Reduced downtime with proactive monitoring and maintenance
- PEACE OF MIND
Frequently Asked Questions
| What is covered under this Agreement? Please check your individual agreement, however, as a rule of thumb, everything related to keeping your existing IT environment in tip-top shape is covered. | Are Projects covered in my Agreement? Unfortunately, we can’t cover Project work under your Agreement. These are quoted separately from your ongoing monthly Agreement. | |
| What are the standard Helpdesk Hours? Our helpdesk is available 9:00 am – 5:00 pm Monday to Friday excluding Melbourne Public Holidays. | When is After Hours Support Available? Simple, 24x7x365. Whilst we may not be able to respond as fast as we can during business hours, we will always aim to do our best. | |
| Can I have regular onsite visits? Absolutely, in fact, we encourage every client of ours to have regular visits. Most productivity affecting IT issues go ignored until the IT person “walks past”. | What technologies do you support? We have in-house experience with loads of different technologies (Microsoft, Apple, Google, and much more. | |
| How is pricing managed? Most of our pricing is all inclusive. Each quarter we review this to advise if there has been any excessive expansion within your business that may require modification to the agreement. | Is the Cloud useful for my business? We strongly believe a “Hybrid Approach” is currently the best approach to utilising Cloud technologies. A mixture of onsite and offsite infrastructure works for most businesses. | |
| How long is the Agreement for? Our support agreements are 24 months. We want to work happily with you. If things arn’t working, lets talk about it! | Can I cancel my Agreement? Absolutely, if we break any of the conditions, we promise to you, you have grounds to cancel your agreement with us and walk away. If things are not working out, let’s talk about it! | |
| Do you support Tablets and Phones? Absolutely, we live in an age where everyone is connected all the time and we can assist your team with this. | Do you have standard forms we can use? Absolutely, we have a vast array of Computer and Email Policies, Privacy Policies and Other forms. Ask us for more details. |
Response Time
We always aim to hit our “Response Target” when it comes to responding to your issues, however, we absolutely guarantee we will respond by the “Response Guarantee” times listed below:
| PRIORITY | EXAMPLE | RESPONSE AIM | RESPONSE GOAL |
| Critical | Entire Company Offline (Call Us!) | 2 Hours | 15 Mins |
| High | Department Offline (Call Us!) | 4 Hours | 1 Hour |
| Medium | User PC Offline | 8 Hours | 4 Hours |
| Low | New User Setup/Maintenance | 16 Hours | 8 Hours |
Commitment Term
Ping Networks engage on 24 month support contracts. We have minimal exit fees and complications other than resourcing the actual handover of your infrastructure to a new provider (we need to pay one of our staff to collate documentation, passwords, access, etc). We just want you to be happy!
No one likes to be stuck in an unhappy relationship, so we would love to work through any issues you are facing and resolve things so we can get on with providing awesome IT services! For further information please consult our Terms and Conditions
Brands We Service
We support and maintain a wide array of brands and vendors. We can’t know everything, but we can try! We can also offer best-effort support on old or obscure hardware and software items. For a complete list of our supported platforms, please visit our Recommended Technology Platforms
Let's Get Started Already!
It is important to have some things written down and agreed on so that we both know what’s what, who should do what and when, and what will happen in the unlikely event something goes wrong.
We try hard to not include complicated legal terms or long passages of unreadable text in our Proposals, Agreements, or Terms and Conditions and we have no desire to trick you into signing something that we’ve tried to hide in legalese. We want to work together for the best outcomes possible for both parties!
We just need to make sure you have everything you need to get going before signing up. Please make sure you have:
If you have read the above proposal and are ready to re-sign our Managed Services Agreement, please click the below button and let’s get back to business as usual:
If you would like to further discuss your requirements, please contact us on 1300 414 323 to discuss this further.