Helps your company deliver the support your equipment need, improving IT efficiency and allowing your employees to concentrate on core business interests.
|Remote Support or On-Site||Monday - Friday - 09:00 to 18:00hrs.||Monday - Saturday.||7 x 24 hrs.|
Ticket attention, weekly or monthly follow-up through conferences with client.
|Ticket attention||Ticket attention based on SLA|
|Staff Backup |
In case of turn-over, absences, illness and/or vacations, alternate SIC will resource will cover the account.
|Illnesses||Illnesses and/or vacations|
|Tickets real-time monitoring|
Delivery of weekly reports, conferences to review operation logs. Pro-active proposals to improve processes and HW/SW performance stability.
|X||Weekly incident status review with On-Site resource manager|
|Customer Satisfaction Surveys (CS)|
We will measure CS of End-users through electronic surveys to identify operational opportunities.
|Performance Evaluation |
Assigned staff will have quarterly evaluations to ensure consistent level of service, productivity and Agreed SLAs.
|Operating Controls |
Daily/Weekly activity logs, direct interaction with client to ensure agreed productivity and performance.