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Performance Plans

Do you need your technology to work for you, not against you?

Do you want the power of the latest creative technology, but you don’t really want to know it’s there?

This is what we call Invisible Technology, and it’s at the heart of your Performance Plan.

A bit like the economy, creative technology systems left alone are prone to ‘boom and bust’. You invest a lot of money on a system, then you work with it for a few years until one day a component fails. When you look into replacing that component, you find that it’s no longer available, so you have to get the new equivalent.

... but the new equivalent doesn’t work with your computer, so you have to buy a new computer.

... but the new computer doesn’t work with your old software, so you have to upgrade all your software.

... but the new software doesn’t work the way it did before, so you have to learn new ways of working.

All of a sudden, a simple breakdown has amounted to a serious system upgrade and a major headache.

And think of all that time you’ve had to spend on it, when you’re trying to produce the creative output that makes you a living.

Performance Plans are not just there to help you if you get into trouble; they allow us to take a pro-active approach to keeping you out of trouble.

Most plans include a regular maintenance visit, whose purpose is to catch problems before they develop. A failing hard drive, for example, can be replaced at a fraction of the cost of the data recovery process required once it has completely failed.

Many plans include Development Strategy Planning, giving you a regular check on your systems’ position within the current technology spectrum and allowing you to make an effective plan for their future development.

Upgrades are inevitable. Technology marches on and, in order to take advantage of new developments as you need them, you are best advised to move with it. Your Performance Plan allows you to take control of your systems without having to take on the role of maintenance engineer.

Your Performance Plan ensures that:

  • you’re able to use your systems to their maximum potential;
  • your systems are maintained to their optimum working capacity;
  • you have professional help standing by when you need to keep working;
  • your system develops in line with technology advances, but at a manageable pace;
  • your maintenance costs are minimised and spread over a manageable period;
  • you get preferential rates on any additional products and services that your work requires.

 

Support Cases

Your Performance Plan provides you with a prioritised support facility. When you contact us for assistance, we will log a support case, which we will pro-actively manage until it is resolved.

Support may be provided via telephone, email or web, or through our remote support portal, which allows us to take control of a computer-based system in order to resolve issues efficiently.

In some cases, it may be necessary or more efficient to book an attendance to resolve an issue. In this case we will discuss with you the options that are available to you within your plan – you may have a plan that includes Flexible Attendances or you may choose to make use of your Preferential Attendance Rates.

During office hours, calls to our Performance Plan Support Line (available only to Performance Plan clients) will be answered within 60 seconds. Emails will be responded to within 30 minutes of our receipt. In each case, a consultant will be dealing with your case within 15 minutes of the initial response.

Flexible Attendances

Most Performance Plans provide a number of Flexible Attendances.   These attendances are for you to use as you see fit. You might need to have a consultant on site to deal with system issues, or you might choose to use the time to make changes or additions to your systems.

Each attendance may be up to four hours, but if additional time is required it will be charged at the “Attended Follow-On Rate” for your plan.

Maintenance Attendances

Most Performance Plans incorporate one or two annual Maintenance Attendances. These are pro-active visits that we will arrange with you as they become due, designed to keep your systems in peak condition and to catch potential issues before they become critical.

During a Maintenance Attendance, we will carry out preventative maintenance, updates and tests on your systems to ensure they are functioning at their optimum level. We will also address any Fault Book items that you may have logged since your last Maintenance Attendance.

Following the visit, we will send you a report of the work we have carried out, along with any suggestions for further action to be taken.

Each attendance may be up to four hours, but if additional time is required it will be charged at the “Attended Follow-On Rate” for your plan.

Panic Buttons

Each plan has an associated “Panic Button” fee. Exclusive to Performance Plan clients, the Panic Button allows you an immediate “drop everything” response from us in an emergency, regardless of the day or time. When you have signalled that you wish to invoke a Panic Button, we will agree a strategy with you in order to resolve your issue as quickly as possible. The Panic Button fee covers any remote support, but does not include any attendance required, which could be covered by one of your included attendances, or charged at your Preferential Attendance Rate.

Preferential Workshop Service Rate

As part of your Performance Plan, you are entitled to a preferential rate for any workshop service we provide to you. This includes pre-installation configuration activities for any new equipment as well as repair or testing services.

Preferential Attendance Rates

Each level of Performance Plan has an associated attendance rate. This is what we will charge you for any on-site service time that isn’t included elsewhere in your plan, and it comprises a first-hour charge and a follow-on charge. Where you are extending one of your built-in attendances, you simply pay the follow-on rate.

Preferential Delivery Charges

As a Performance Plan client, you are entitled to preferential delivery charges. Delivery charge caps are indicated in the benefits table and are applicable to UK mainland addresses only. If your site is located outside the UK mainland, delivery charges will be passed on to you at our cost price.

Maintained System Documentation

Our higher-level Performance Plans include Maintained System Documentation, whereby we keep technical records on file for your systems, such as system diagrams, photographs and software lists, which we update during Maintenance Attendances. This has a major benefit for you, as it allows us to respond to any system issues more quickly and effectively, cutting the time taken for our consultants to refamiliarise themselves with your specific configuration.

Development Strategy Planning

It is important that, as well as dealing with routine maintenance and service issues, we are also considering your longer-term plans and the effect of technological developments upon your systems.

If your plan includes Development Strategy Planning, one of our consultants will pay you an additional visit each year in order to discuss your longer term plans and any concerns you may have. We will make you aware of any developments within the industry that will require your attention or may enhance your workflow. We will recommend additions and improvements and we will ensure that you are aware of your systems’ anticipated lifespans.

Fault Book Management

Where included in your plan, we will provide you with a Fault Book, which we recommend you leave with your system in order that you can note any issues or inconsistencies as they occur. When the time comes for a Maintenance Attendance, we will review your Fault Book in order to highlight and quantify persistent problems.   We anticipate that you will also use the book to log any other ongoing frustrations that you have with your workflow, so that we can recommend new methods or products.