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Support Model
Aethion's Support Model is unique in our industry,
and sets a new standard for superior
service.
The Old Way
Traditionally, service
agreements and support contracts are structured by the "hourly
minimum" model. This is
where the client signs on to a minimum guaranteed number of
hours, and then makes a
pre-payment on this minimum.
This type of contract can render a decent level of service,
but it also has three very
negative side-effects:
- It ensures a built-in incentive for mediocrity and procrastination, thereby allowing
over-charges
beyond the minimum.
- The client cannot predict overall IT costs for the year, and costs can often spiral
out of control.
- The client must monitor the number of hours used towards support, and then is constantly
drawn
into issues relating to overages and other surcharges. This model requires far
too much
involvement from the customer when you could be spending that time running
your business.
The Aethion Way
Aethion, on the other hand, offers a single, flat fee to cover all of
your support needs. As
long as you do not undertake significant new IT projects, we guarantee
that we will support
your current technology at a fixed price with no overages whatsoever.
This model provides
some huge advantages:
- A built-in economic incentive for Aethion to be highly pro-active and prevent problems before
they
occur, guaranteeing that your environment will always be stable. If major
problems crop up, our
margins decrease and we cannot be profitable.
- Our clients can predict IT costs, budget effectively, and maintain tight control on
spending.
- Frees the client of the need to track the hours we spend on-site.
- Allows Aethion to truly act as your own private IT department, since we can fulfill all of
the
necessary roles without constantly coming back to ask for more money.
Contact Aethion for a free analysis of your existing
technology and a quote for our
True Outsourcing product.
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