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Block of Hours Support Contracts

Purchase consulting hours in pre-paid blocks of 5, 10, 25, 50 and 100 consulting hours and use them at your discretion

ENE Systems, Inc. has been providing a full range of I.T. services to businesses in the Eastern New England region for over 30 years.  Our unique Technology Review and ENE Complete Managed I.T. Service programs are designed to help customers transition from an unpredictably high-cost "break/fix" technology management system to a much more predictable level of financial investment.  However, not all of our our customers are under ENE Complete Managed I.T. Service agreements; we also offer pre-paid blocks of I.T. support hours in increments of 5, 10, 25, 50 and 100 hours. These are commonly referred to as "Block Contracts" and the more hours you buy the less you pay per hour.  Unlike all of our competitors, our Block Contracts never expire, have no maintenance fees and can be used for any I.T. service currently offered by ENE Systems, Inc. 

Your block of hours can be used at any time for any type of work as long as it's for your business.  Each month, you will receive a "Block Status Notification" report which will show you all of the account activity since the previous report.  This includes how many hours have been and what they were used for.  So you'll know where, when and how your I.T. dollars are being spent, just by reviewing your monthly Block Status Notification. 

Block Contract customers enjoy all of the same benefits of ENE Complete Managed I.T. Service customers except for the remote monitoring, web portal access, VPN from ENE back to your office (facilitates support and immediate security response to threats), backup monitoring, server log analysis, etc.  

All of the proactive elements of our managed service program are still available to you if you want to use them, but it is up to you as to when, where and how you use them and if we are involved.  Think of a Block Contract as a menu.  Now the individual services that are listed below are all available to you as a Block Contract customer.  You can pick and choose from the menu of services at your convenience.  You might schedule a technician to visit your office to address a list of issues that each of your employees has.  Or perhaps your I.T. person or department is stretched too thin and they could use some help for a few days with loading some servers.  Or maybe you need a network engineer to come onsite and figure out why your network is opeating at 1/10th of the speed it should be operating at.

It does not matter what the task is when you have a Block Contract.  Whether you need a Network Engineer, a Help Desk Technician, a Programmer or a DBA.  When you call or email us with your I.T. support request, based on the information you provide about the technical issue you are having, we will assign the appropriate I.T. Professional to handle your request and the time spent will be deducted from your block of hours.  Block Contracts offer the ultimate in flexibility and are usually sufficient for businesses with existing, dedicated I.T. staff.  But we have done business with customers who had I.T. departments and just wanted to buy blocks of 100 hours at a time to use whenever there was an emergency or too many people out on vacations, or a sudden big project that no one was expecting or planning for.  We can help with all of this and more and can all be deducted from your Block of hours.

Remember, Block Contracts still cover everything that's covered when your company is under an ENE Complete Managed I.T. Service contract.  Block contracts are an excellent tool for customers who already have an experienced I.T. person or team but need to have that second level of support for when things go wrong and their on-staff I.T. folks are having a tough time solving a problem for you.  This is a perfect example of how having us on retainer with a pre-paid block of 10 or 25 hours could get your company out of a very bad virus situation or worse. You'll have the peace of mind in knowing that no matter what happens you have access to the entire I.T. staff of a $50M company backing you up.  And we won't let you down.

Here is a list of what we generally support.  It would be impossible for us to list every individual software program or type and model of computer or server we've worked on.  It's fair to say that over the last 30+ years in the I.T. business, our Senior Engineers and Project Managers have literally seen it all.  Just Just because something isn't listed here, doesn't mean we can't or won't support it.  For little-known software programs and older I.T. equipment we generally take things on a case-by-case basis.  If we can't support it, we'll explain why and offer an alternative solution if you want one.  

 

Supported Systems and Devices

  • Computers 
    • Windows Laptops, Desktops and Tablets
    • Apple IPad, IPad Air, MacBook*
  • Servers – Windows, Hyper-V, VMware
  • Printers - Desktop, network, multifunction, etc.
  • Phones
    • Mobile - iPhone, Samsung Galaxy
    • Complete Telecommunications Consulting Services (lower your monthly communications costs)
  • Networks – Internet, Firewall, Switch, Router, Wifi, Modem, Cabling, NAS
  • Cloud – Dropbox, OneDrive, 
  • Email – Exchange, Office365, POP3, SMTP, Gmail, Hotmail, Yahoo
  • Backups – Symantec, Acronis, Carbonite, Disaster Recovery Planning, Business Continuity Planning
  • Security – Firewall, Antivirus, Malware, Spyware, VPN, Compliance, Audit
  • Updates – Windows, Firmware, Drivers, Security
  • UPS Power - Power Event Notification Systems, Remote PowerON/PowerOFF, Utility Outage Emergency Notifications
  • Technology Reviews and Consulting
  • Vendor Assistance/Support

 

Premium Services

  • 24x7x365 support
  • VPN tunnel back to ENE with firewall
  • Real time monitoring 
  • Email/Text alerts

 

Exclusions

  • Hardware or Software not owned by customer
  • Personal devices
  • Pirated or unlicensed software

Service Level Agreement (SLA):

  • 8x5 coverage
  • Onsite same business day before 2pm
  • Onsite next business day after 2pm
  • Phone support call back within 30 minutes

Moves Adds Changes Deletions (MACD's)

  • Move, add, change, delete
  • Projects versus covered services

Site Contacts

  • Current employees
  • Primary contact
  • Approver/decision maker

Additions

  • Carbonite Gold Partner
  • PC Connection

Want to find out more?  Contact us today.