Technical Support Contracts

Our technical support contracts provide support for your IT teams, ranging from simple ‘how do I?’ requests, right through to full third line support for complex issues. EE’s Support Contracts are a cost effective way of adding capacity and expertise to your support teams, providing access to our experienced 3rd-line and Professional Services teams for problem resolution.

We offer several options to provide access to our Technical Support Helpdesk. From 15-minute pre-purchased support vouchers, unlimited remote support contracts or on a simple ‘time and materials’ basis. You can also purchase a number of ‘virtual IT days’ that can be used for remote or on-site support as and when needed.

Hardware Maintenance

With over 30 years of experience in hardware maintenance services, we can offer industry-leading knowledge and experience to satisfy any support requirements you may have with any size of IT infrastructure. We’re trusted to provide all levels of support to major corporations, the education sector, local authorities and healthcare bodies, as well as charities and smaller single-site organisations.

Our highly skilled team of workshop and field-based technicians is always available to you, providing expert support for an array of tier one manufacturers’ hardware including servers, switches, storage devices, UPSs, PCs, tablets and printers.

Warranty Maintenance

European Electronique is a fully authorised warranty repair partner for Toshiba, HP and Lenovo equipment. So if you need hardware support for any of these brands, simply give our Service Desk a call and we’ll take care of everything for you – including the supply and installation of parts and replacement equipment, where required.

Out of Warranty Maintenance

As an authorised repair centre for all Toshiba, HP and Lenovo equipment, you can contact our Service Desk to arrange collection of any faulty equipment. All repairs will be completed by qualified technicians using manufacturer approved parts.

Contract Maintenance

Our highly qualified service team is happy to support your IT hardware and printers on a contract basis. So if something breaks or malfunctions, all you need to do is call us, and we’ll take care of everything for you – this can include providing replacement parts, on-site repairs, workshop repairs and supplying loan equipment. We’re able to provide a range of service response levels to match your business requirements – up to and including 24/7, 4-hour fix support agreements for those pieces of equipment that are critical to your business

Support Vouchers

You may choose not to have a service contract for specific equipment, but prefer to purchase pre-paid vouchers that entitle you to service time and visits. Our support vouchers are offered with a range of response targets. This enables you to ‘bank’ a set amount of time that you can call on whenever you have a problem.

Time and Materials Support

Our ad hoc support option allows you to access our service and repair teams on a straightforward ‘time and materials’ basis. We’re happy to undertake investigative or assessment work to provide a quotation before moving to a full repair or replacement operation. Any repair work can be carried out on-site or in our Oxford workshop facility – we can either arrange collection of the faulty product or you can personally deliver the item to us. It’s your choice.

Service Delivery

We’re able to provide a Single Point of Contact, ITIL based Help Desk that you can use to report issues and obtain help and support.

We also offer Infrastructure Monitoring services; Our Nestor monitoring tool, powered by Solarwinds-msp’s N-central, continuously watches over your network systems. Any alerts generated are sent via email to key staff your organisation, allowing potential issues to be highlighted and resolved before they affect your users.