Customers who are committed to using Surftec on an ongoing basis and support contract receive attractive on-site and remote rates.
Our prices are set based on complexity of the work and if on-site or not. Travel time factors in the minimum on-site time allowed.
Prices are reviewed and published 1st January each year and valid for the following 12 months (1st January to 31st December).
Ad-hoc Engineer Support
We can perform a wide range of tasks from basic ICT audits, resolving software issues, reinstalling computers to an entire system overhaul.
Thanks to advance remote support tools we are also able to handle a wide range of jobs remotely. Remote time is charged in 20 minute intervals and invoiced in arrears monthly. You may wish to subscribe to one of our monthly unlimited support subscriptions.
# Our discounted remote support rate is for customers who maintain a minimum IT spend of £1,000 per month on hardware, software and services in addition to a minimum of 8 hours remote support.
|Out of Contract
Perform on-site installation of CAT 5e/6 cabling, fibre optic cabling including limited working at height (up to 3 metres). Physical installation of equipment mounted onto walls and ceilings including network cabinets and AV equipment.
Web Content is management of images and text within a web-site, basic design of photo and graphics content including basic diagrams, symbols and logos. Includes CSS formatting of pages. Excludes development of bespoke PHP code.
Technician work including installing operating system and application software. Installing hardware including attaching equipment to walls. Excludes work at height.
Carrying out installation work on server software including server operating systems and virtual hosting. Installing and configuring SAN. Project management and consultancy on system design.
Producing bespoke software in PHP or other interpreted programming language. Writing or managing software projects including writing functional specifications.
Out of Contract
Our rates are discounted based on a typical mix of hardware supply alongside software, consultancy and installation time. Where a customer requires a bespoke service not typically offered, or there is no expectation of regular or ongoing custom our out of contract rates reflect our increased costs as a result.
Monthly Unlimited Support Subscriptions
We provide all the remote telephone support you need in addition to full ICT planning, management, procurement, software deployment and configuration, for a single monthly subscription. Initial contract can be for a minimum of four months, followed by a minimum 12 month renewal.
The contract rate is based on the number of FTE (full time equivalent) staff, this provides an cost effective solution for companies with many part-time staff. A FTE staff member is expected to work 37.5 hours per week, so a part time staff member working 9 hours per week would be charged a quarter of the monthly subscription.
Retail organisations can optionally exclude staff who would not require any IT support. We would work with you to identify a sensible distinction so that a fair and cost effective subscription could be created.
Changes: additional staff added during the year are added pro rata and charged on the next monthly invoice and at the end of each contract any staff reductions through the previous year are credited against the next annual renewal.
We still charge for deployment of systems, delivery/collection costs, on-site work and cloud management subscriptions. Customers with a dedicated support engineer can also have frequent on-site visits for a small additional cost.
Our rates increase based on the speed of our Service Level Agreement SLA. From a 48 buisness hours to 30 business minutes response SLA. We aim to fix 97% of issues within our first call. Larger customer accounts have the option of one or more dedicated support agents backed by an advanced engineer to ensure all support calls are resolved swiftly and with a minimum of fuss.
|48 Business Hours
|2 Business Hours
|30 Business Minutes
|FTE Staff Member
|FTE Staff Member
|FTE Staff Member
|Dedicated Support Engineer:
|100 FTE staff
|50 FTE staff
|40 FTE staff
|Minimum Contact Size:
|1 FTE staff
|40 FTE staff
|35 FTE staff
Minimum time on-site
On-site work is subjected to a minimum time on-site. This is to compensate for the time taken whilst travelling that is not charged for. Minimum time can be avoided by entering into a regular on-site service visits at set intervals, allowing shorter more frequent visits without any additional cost as we combine visits and share travel between several customers.
The table below can be used as an approximate guide. For example some postcode areas benefit from major road links and as such travel times are reduced and benefit from a lower minimum time on-site as a result.
|Average Travel Time
|Minimum Time On-Site
|Isle of Wight
|Remaining areas: Sussex, Kent, Middlesex, Hertfordshire, Buckinghamshire, Bedfordshire, Oxfordshire, Gloucestershire, Wiltshire, Somerset and Dorset
|Remainder of England and Wales
|Scotland, Republic of Ireland and Northern Ireland
|Inner London, Zone 1
London Travel Surcharge £55
|London travel is by public transport. Equipment on-site is limited to laptop and basic tool kit. All other requirements must be shipped in advance. Visits which require travel by car will include all parking, toll charges and congestion scheme charges at cost in addition to travel surcharge.
|London, Zones 2-4
London Travel Surcharge £65
|London travel is by public transport. Equipment on-site is limited to laptop and basic tool kit. All other requirements must be shipped in advance. Visits which require travel by car will include all parking, toll charges at cost in addition to travel surcharge.
|London, Zones 5, 6, A and B
London Travel Surcharge £65
|Outer London travel is by car.
Regular Service Visits
Having a fixed cost for regular engineer visits can be helpful as staff enjoy knowing that someone is in on a regular basis to help answer any questions they have and resolve any issues that have occurred.
- Contracts to cover full 12 months.
- Weekly, bi-weekly or monthly frequency.
- Discounted rates.
- Extra time can be purchased with same discount.
- Minimum time on-site reduced to three hours, no charge for travel time other than mileage rate.
Based on 30 miles from GU9 7DY to your premises.
|Regular Support – Academic
|1 Visit Monthly
|2 Visits Monthly
|4 Visits Monthly
We provide fixed price deployment of equipment with a best effort made to get every aspect of the device configuration completed to a ready for use state:
- eMail accounts logged into
- Application initial setup prompts accepted and configured
- Software activated
- Updates all run
- Drives encrypted
- Cloud user accounts created
Supplied by Surftec
|Windows or MacOS Computer:
|1-2 Cloud Accounts, 1-3 software applications
|3+ Cloud Accounts, 4+ Software Applications
|Portable Device, Tablet or Phone:
|1-2 Cloud Accounts, 1-6 Apps
|3+ Cloud Accounts, 7+ Apps
|Network Peripheral Device (Router, Switch, CCTV, VoIP Phone, Printer)
Our deliveries and collections are handled by DPD Local. Allowing us to arrange delivery and collection of items next business day. Prices are based on deliveries within UK mainland, excludes islands and highlands.
One or more intermediate delivery charges are also made if goods are first delivered to us for pre-configuration and deployment before onward delivery to your premises.
Charges are adjusted based on a fuel surcharge percentage which changes frequently. Some addresses such as within central London, Scottish Highlands and Islands around the UK will attract further charges.
Many deliveries are placed on a next day, pre-noon service by default as this also includes £1,000 insurance cover, standard deliveries when insurance is not provided the standard liability is £12/KG. For consignments with a value greater than £1,000 please ask for a shipping quotation.
Insurance is only valid if items are suitably packaged (to ensure expected delivery stresses, impacts and crushing will protect the items within, items must also be bagged to protect them from moisture and liquid damage) and clearly labelled including removal or covering of old labels.
|Next Business Day
|Next Business Day Pre-Noon
|Up to 10KG:
|Up to 10KG Collection:
|Express Pack 1KG: