Delta offer different types of support contracts, Contract & Pre Paid Support and the following service levels apply to them
All support calls are made to our central telephone number and Delta will endeavour to fix the problem over the telephone.
If it is not possible to rectify the problem over the phone Delta will escalate to remote control access.
If a problem resolution is not achieved via remote control access the problem is escalated to an onsite visit.
Initial response times are as follows
Server problems / system crashes – 4 working hours
PC/Laptop problems – 8 working hours
Support is provided Monday to Friday except Bank Holidays 09:00hrs to 17:00 hrs
Some customers prefer not to have a support contract but still use Delta to provide support at non contract rates.
There is no minimum contract term for a support contract.
The above do not include the cost of replacement parts. Delta will source any replacement parts and then invoice them with 30 day terms.
Delta recommends a 3 year replacement policy for all hardware where possible
All prices exclude VAT and are subject to our terms and conditions.