available service levels
Oak offers a range of Service Level Agreements to suit each individual customer’s needs; from our prestigious Level 5 down to entry Level 1. There is an ideal Service Level Agreement for everybody! May we recommend that you scan through the various Service Options and choose the one most appropriate to your Company’s needs. On selected products we are now pleased to be able to offer, available from Level 3, round the clock telephone & remote diagnostics support (hardware permitting). Call 0845 1362 625 to find out more.
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Specifications are subject to change without notice. All prices are excluding VAT. E.& O.E. Business Centres supported on a minimum Level 4. |
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| Secure Website Access for Technical Support Gain immediate access to the Oak website for the latest product and technical information |
Yes | Yes | Yes | Yes | Yes |
| Custom Tariff Updates Keep your tariff costs up-to-date; thus ensuring the accuracy of your reporting |
£95 each | £95 each | £95 for 1st, else £50 | 1 | 1 + 1 update |
| Standard Tariffs Available on request |
Yes | Yes | Yes | Yes | |
| Technical Support (credits) Obtain a fast response to your technical queries by telephone, fax, email and from our website |
5 | 10 | 15 | unlimited | |
| Software Update Update your software to the latest release of the purchased product free of charge |
Yes | Yes | Yes | Yes | |
| Training/Re-training (number of sessions) Get the most from your software through regular training and re-training for all new and existing staff at our Training Centre. |
1 | 2 | 3 | ||
| Remote Diagnostics Analysis Add remote diagnostics analysis to your system, to allow us immediate access to your PC from our Customer Service Centre, to resolve your queries more quickly. For details of remote diagnostics equipment, contact your Oak re-seller. |
Yes | Yes | |||
| Site Visits Take advantage of hands-on support. We can even come to you to provide technical support & training, and fault diagnosis on Oak Supplied Hardware starts here. Replacement parts charged at cost + handling fee after manufacturer's warranty. |
1 | 1 | |||
| On-Site Reviews Let us review the best and most effective means of maximising your system to its full potential, with an annual health check – we are the 4th emergency service! |
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** Business Centres supported on a minimum Level 4.
*** For remote or off shore locations, an additional charge for travel and accommodation will need to be made. Oak will agree the costs before the visit.