Tag: HCL

No Domino specialist in-house?

Not every organisation needs its own HCL Notes or HCL Domino specialist. But when something goes wrong, it is reassuring to have someone you can call who knows the technology and understands how your environment works.

With an INECO Support Contract, you have an experienced specialist available when you need one.

You are not just buying technical support, but also availability and continuity. Time is reserved for your organisation, and support contract customers receive priority when scheduling work.

The benefits

• Availability – time is reserved for your organisation.
• Priority – support contract customers receive priority when scheduling work.
• Lower support costs – support covered by the contract is more cost-effective than ad-hoc support.
• Discount on additional work – depending on the contract, you may receive a discount on work outside the contract.
• Flexible support – support can be provided remotely or on-site.
• Broad support – the contract is not limited to HCL Notes and HCL Domino. By agreement, I can also help with other ICT-related issues within my area of expertise.

Since 2015, my support contracts have therefore not been limited to HCL Notes products. This allows me to tailor the service to what your organisation actually needs.

A support contract that suits your needs

You can choose from different forms of support, both remotely and on-site. The two can also be combined.

For example:

1 hour of remote support + 8 hours of on-site support

The current options and rates can be found in the table below.

Off-Site Support *

* Off-site means remote support by means of e-mail, telephone, computer or work from home.
** Prices as of 16/02/2026

On-Site Support *

* On-site means support at your location.
** Prices as of 16/02/2026

How does the support work?

You can report questions and incidents by email or telephone.

During office hours, the response time is a maximum of 4 hours. Within that time, I will let you know that the incident is being handled.

A normal incident will be resolved within 48 hours or, if that is not possible, escalated. If an incident needs to be escalated, I will discuss the expected time frame and any additional costs with you beforehand.

This is a response time and a target for resolution, not a guarantee that every technical problem will be resolved within 48 hours.

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The practical arrangements

A support contract should above all be clear and practical. Therefore, there are a few straightforward rules:

• Different contract types can be combined.
• Hours for remote support cannot be carried over to the following month.
• On-site support hours can be accumulated up to a maximum of 4 days per month.
• Accumulated on-site hours can also be used for remote support.
• Unused hours are not refundable.
• Work outside the contract is charged at the applicable hourly rate, with a minimum of one hour per incident. This will always be discussed with you beforehand.
• I will determine, in consultation with you, whether a request or activity falls within the scope of the contract.

Holidays, illness and availability

A support contract is provided on a best-effort basis. I therefore cannot guarantee that every problem will be resolved within a specific time frame.

If I know in advance that the agreed response time cannot temporarily be guaranteed due to, for example, holidays or illness, I will let you know as soon as possible. Where possible, I will offer an alternative.

This could mean temporarily involving another specialist or deducting the affected period from the invoice.

Contract period and invoicing

A support contract has a minimum term of six months.

After that, either party can terminate the contract with one month’s notice.

Invoices are issued monthly in arrears.

Don’t need a Domino specialist for a full week?

That’s perfectly fine.

A support contract can be particularly useful for smaller organisations. You don’t need to employ a specialist for a problem that may only occur a few times a month. Instead, you have an experienced specialist available when you need one.

And because I work across development, administration and consultancy, I can look beyond simply fixing a technical problem.

A problem with an application? I can investigate it.
A Domino server that needs attention? I can help.
An old application that needs to be modified? I can work on it.

One point of contact for your Domino environment.

Want to know more?

Would you like to know whether a support contract is right for your organisation? Or would you simply like to discuss what you actually need?

Feel free to contact me for an informal, no-obligation discussion.