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We offer flexible ad-hoc or contract-based support to aid technical staff in the running of their Apple estate.
With 20 years in the industry, our Apple engineers have the knowledge and experience you’re looking for.
• Escalated remote or on-site support
• Configuration changes
• Changes to imaging workflows
• Scripting and extension attributes
• Packaging (and re-packaging)
Our Apple support services give you complete peace of mind. Whether you need to deploy a new piece of software or require help writing a script, our senior Mac engineers are available to assist whenever you need them.
Points based agreement is designed to enable the purchase of pre-paid service cover on an ad hoc basis, but at a discounted rate and still enjoy the guaranteed response times, telephone support, on-site support and loan equipment as offered with a fixed cost agreement. The points can also be used for installation of hardware, deployment of services and configuration changes.
Each point is charged from £70 to £90 and additional can be purchased in blocks of minimum 3. Service points balance needs to be kept at 3 or more to ensure there is sufficient balance for a 2 hour emergency call-out. There is no expiry date on the points.
1 -11 cost £90 per point
12 - 21 cost £85 per point
21-50 cost £80 per point
51- 100 cost £70 per point
100 + call for pricing !!
The value of points against each type of service are as follows;
Points type of service
1.0 call-out fee
1.0 1 hour engineering (min. 1 point on-site, 0.25 point remote) 0.25 phone call
1.0 1 week loan of standard spec Mac
(Payment Terms - cleared funds for total amount before commencement of cover)
The advance purchase service points can be used to provide the following;
1. Subject to system/internet configuration.
2. Boot Camp and Parallels support is limited to initial configuration and the installation of Windows XP to a point where the machine has a “fresh out of the box” Windows PC set-up. There is no ongoing support as this falls under Windows support which Mach One doesn’t offer.
Routine general service visits include the following;
Native Digital Response System
Initially a single point of contact needs to be established between Your Company and Native Digital.
Fault Reporting - a phone call is put into Native Digital or e-mail sent to “support@native digital.co.uk” by the relevant contact at Your Company, then details on the fault are logged onto the central service database and a course of action is decided upon.
Prioritising of Calls - during the initial phone call to report the fault it would be graded in terms of priority. e.g. server down would get priority 1 to ensure a virtually instant response, whilst a problem with a A4 inkjet printer would warrant a slower response.
Service Response - a field engineer will call back within the hour to provide top level technical support (or sooner in the case of a priority 1 issue) and hopefully solve any remaining problem. If a call out is required an idea of time and equipment (replacement/loan) required can be gained, and the engineer with the required specialist skills be booked and deployed.
Remote "Dial In" Diagnostic Support - this remote service will enable our support engineers, with your permission, to connect to your LAN (local area network) and take control of the workstation/server in question and can potentiality vastly reduce response and fix times. (This support is reliant on the type of internet connection and LAN access to your site).
Engineer Call-Out - if a call out is required the engineer will be on-site within 8 working hours (less in the case of priority 1 issues) from the time of the initial report of the fault. The engineer will attend site with any required spare parts to rectify the fault as diagnosed over the phone. (hours of business are Mon - Fri, 09:00 - 17:30, guaranteed 4 hour response is available at an additional cost).
Consistency - wherever possible you will always be assigned the same engineer for both telephone and on-site support. This will ensure that when an engineer attends site he is fully briefed on the problem, has a working knowledge of your site and working practices, and most importantly is correctly equipped to provide you the best service possible.
Loan Equipment - if the fault is with hardware and cannot be rectified swiftly on-site, a loan unit is installed and configured (hard disk swaps where possible/applicable) meaning the client is always left with a working solution when the engineer leaves site.
Follow Up Call-Out - if loan hardware has been installed there will be a follow up call-out to swop the loan equipment out and reinstall your hardware.
Response Reporting & Documentation - Native Digital enters all service related information onto a central database. This information can then be used by Native Digital in helping to tailor future support services and is available on request.
At Native Digital we understand a client’s needs may vary dramatically from site to site. We pride ourselves on our expert presales consultancy to ensure you invest in the correct technology to meet your business needs. We will then keep it working efficiently to minimise down time and maximise productivity. For this reason over 90% of our new business is through referrals from existing satisfied clients.