Service contract

Service agreement should suit client’s specific requirements. We are ready to adjust it – in cooperation with you – so that it meets your needs and wishes.  Services covered by Service Agreement General administration Covers ensuring problem-free and defect-free operation of all information and communication systems, continuous evaluation of system logs of the customer, as well as other activities that contribute to optimal operation of these systems. Service visits at specified times serve for resolving the current requirements of the customer.   Defects remedy In the case of emergency, i.e. a failure that significantly constrains customers activity, our response follows the time agreed in the service contract. The guaranteed response time is usually 1 hour since the customer’s information, in general we follow the principle to react as soon as possible. In the case of defects, i.e. failures that don’t severely affect customer’s activities, the agreed response time is usually 4 hours.   Evidence of requests Our customers have access to HelpDesk system, which is accesible non-stop via Internet to all authorized users and provides comfortable requests submitting and evidence.   Consultancy Our customers are always informed of current trends in IT and possibilities of their utilization. Customers can query regarding proper control and usage of various software tools. We can provide trainings for selected users. Consultancy may be provided in person or by telephone.   Purchases In cases when Whitesoft is not the direct supplier of devices and technology, we find and direct other competent providers, select from their offers the one that is most suitable and suggest the optimal solution fitting your needs.   Installation and trainings New systems installation covers delivery of all equipment and technologies to the place of work, installation, configuration, including the staff trainings.   Other We can assist at moving and internal transfers of information and communication technology, including the subsequent startup and relocation of data networks. In specified intervals we will send you a general report with detailed information on the condition of your network and devices. If problems are found or expected, you will be informed of of possible solutions well in advance.   Advantages over competition 1. Whitesoft takes no extra pay for work afterhours, e.g. at night or at holidays. 2. If customer, due to some operative reasons, prefers handling the problems after usual working hours (e.g. reinstallation of key systems et al.), we do our best to oblige. This eliminates problems with finding optimal times for keeping minimal costs, because our price remains the same 24 hours a day, 7 days a week, 365 days a year. 3. Whitesoft, thanks to its stable background and large team of certified experts, guarantees availability of a sufficient number of experienced professionals at any time, even in cases of large-scale emergencies or parallel breakdowns at various places. We are able to send more specialist simoultaneously and thus efficiently solve problems at several places and do so faster. 4. Unlike other companies, we do not charge time and distance, as we invoice only distance in kilometers moved to any of the customer’s offices. Specifically in Prague, this can mean a substantial reduction of transportation costs for the customer. 5. We guarantee the utmost continuity without any interruption of the usual company operation during the migration of system under the Whitesoft administration. Before we take over the system maintenance we offer making a thorough IT audit, which results in detailed documentation of customer’s IT system and identification of problematic points. 6. We guarantee shorter reaction and correction time than offered by our competitors. We do not include the reaction time into the guaranteed repair time (our time counts from the moment of problem notification), nor time for „technical expertise“ and similar time-fuzzy and arguable operations. 7.  Within the scope of a regular flat month fee, you can use a time-proven solution: HelpDesk system. application running on Whitesoft server (i.e. no operating costs for customer) requests can be submitted from anywhere by sending an e-mail to helpdeskwhitesoft.eu requests can be submitted by either all employees or just selected members of staff – as specified in the Service Agreement application furthermore serves as requests’ evidence for the company management, instrument for secure interchange of classified data (passwords, screenshots), requests monitoring, most frequent issues statistics etc. 8. We keep a detailed record of all operations performed for the customer as far as 10 years back. At any time, we are prepared to provide these records with description of what was done, when and why. 9. In case of any inconsistences we are ready to reasonably compromise in order to achieve an agreement acceptable for both parties. 10. In addition to upgrade to the latest version of applications, our customers get discounted price for programming and consultancy. 11. We can provide references by such noted organizations as: Seznam.cz, Vitana, Baumatic, Univerzita Karlova, PricewaterhouseCoopers, Van Geet Derick & Co., Radio Free Europe/Radio Libertyet al.
Areas currently covered by our service technicians: Prague Central Bohemia region  Liberec region Ústí nad Labem region
Sample Standard Service Agreement

Do not hesitate to approach us with any queries at these contacts.