With flexible and affordable IT support packages for councils from Pear Space you can be confident that no matter what you need help with our team is here to assist you with every aspect of your IT and technology. Whether you just need help managing your computers, or support adopting technology in other aspects of your council, we are here to help 24/7/365.
Why have an IT support contract?
By working with us to provide IT support for your council you can be sure that you have an expert on hand should you ever need it. We appreciate that your time is precious and you can't afford to waste it troubleshooting your IT. With Pear Space you can rely on us to get you up and running in no time at all. More than that though we're here to help you adopt technology and IT into your council, so it isn't just about fixing laptops and printers, it's about maximising the positive impact that technology can have on councils of all sizes.
Peace of mind
The most important thing about having an IT support plan from Pear Space in place is the absolute peace of mind knowing that no matter the questions, we're here to help.
When you get in touch with us you'll typically get a reply within 30 minutes. We'll then use our over 20 years experience and advanced support tools to connect to your computer and resolve the issue in real time.
Compliant
We truly understands the IT needs of local government and councils, with our decades of experience we will make sure that your IT complies with all the recommended guidance so you can be confident you are fully compliant, and importantly, completely safe and secure.
We'll can even help develop an IT policy for you in accordance with paragraph 1.54 of the Practitioners' Guide and Assertion 10.
Affordable & Ethical
IT support and technology in general can get expensive, especially if you're not 100% sure what you need. Unfortunately it is all too common for local government to be charged exorbitant prices just because it's government, we will never do that. With Pear Space you pay a fair market price, no surprises.
We are an ethical business and pride ourselves on doing business ethically and committed to our principles. We'll never sell you something you don't need, and we price everything fairly.
Choose your plan
For most councils we find they only need a few hours a year of actual support time, so we sell a number of fixed price plans that have included hours of support so you can be certain you have support available, at a predictable price with no hidden surprises. Don't worry though, we can do bespoke plans as well or just one off consultancy too.
Essential SUPPORT
£230 / year
A very small package of support with 3 hours included that can be used at any time throughout the year.
3 Hours Included
Remote Desktop Support
24/7/365 Helpdesk
Optional cloud backup and cyber security software.
Excluding VAT
BASIC SUPPORT
£450 / year
A slightly larger number of hours that is enough for most councils with modest IT support needs.
6 Hours Included
Remote Desktop Support
24/7/365 Helpdesk
Optional cloud backup and cyber security software.
Excluding VAT
FULL COVERAGE
£800 / year
Comprehensive package of 12 hours support. Perfect for larger councils or those who need more help.
12 Hours Included
Remote Desktop Support
24/7/365 Helpdesk
Optional cloud backup and cyber security software.
Excluding VAT
Frequently Asked Questions
We've done our best to collect together some of the most common questions we get asked about our IT support plans, if you have other questions though just get in touch.
What happens if I run out of hours?
Don’t worry about running out of hours, we’ll keep you updated on hours left in your service in any given year. If at any point you run out of hours, or look like you might be about to run out, we’ll let you know and discuss options.
If it makes financial sense we can upgrade your plan to include more hours, or it may make more sense to just pay individually for any hours of support you may need above and beyond that you have prepaid in your support plan.
Do I have to have a support plan?
No, you don’t have to have a plan. We’re perfectly happy to support you ad-hoc with individual issues if that’s easier for you. We generally recommend that you take out a plan though so that you have predictable costs and so that we can ensure we have adequate resources to support our customers.
Is it possible to upgrade my support plan?
Yes absolutely! If you find you need more hours of support at any point you can get in touch and upgrade your plan. You can also add extras to your support plan such as cloud backup, cyber security, or other optional extras at any time.
Do you support Apple and macOS?
Yes we do, whether your have devices running Microsoft Windows, Apple macOS, or even Linux we’ll be able to support you.
How do you track hours?
Whenever you submit a ticket for IT support we will log the minutes and hours we spend working on that request until we complete it. Don’t worry we are fair about it, we’re not logging time reading emails and other bits like a solicitors office, we just track the time spent actually working on your task.
How many people will you support?
We are base our support on hours worked, not number of people supported. So whether you use your hours to support just your clerk, or whether we support a whole council or elected councillors and other staff, it’s all the same to us. Our mission is to help you, not count hours or people, we’re just here to help you get the most of your technology and IT.
Can you access my computer remotely?
With your permission yes. As part of our support plan we’ll install advanced support software on your computer to aid us in monitoring for problems proactively. If necessary we can use our software to connect quickly and securely to view your screen and control your computer so we can apply a fix right away, no more following complicated instructions over the phone, just let us do it for you.
Don’t worry, if we connect to your computer our software alerts you can we cannot just connect whenever we want and without you knowing.
How quickly do you reply to support requests?
Our target response time is 30 minutes, and in many cases we reply even quicker than this. Our support is open 24/7/365 so no matter the day or time, we’re here to help, quickly.
Do you support phones and tablets as well?
Yes! We will not only support your laptops and computers, we also support your other technology such as mobile phones and tablets. So no matter what technology you use, we’re here to help.
Do my IT support hours roll over?
Unfortunately no, we plan our support hours to ensure we have adequate staff available. If we allow hours to roll over we risk there being many more hours in a year potentially being used than we have staffing for, so unfortunately any hours not used in a contract period will be lost.
Can you support me in person?
By default we provide support over the telephone, via email, and using our advanced remote support tools. It may be possible to provide on-site support but as a general rule we would attempt to support remotely. Any on-site support we do provide would be at additional costs.
