Adding Value
Support
Open Reality provides a range of support packages to complement the warrantee
provided by most manufacturers. Basic support is provided free of charge to
customers who have purchased manufacturers warrantee, this is provided for the
purpose of ensuring that any bugs, issues, and trouble installing the product
are dealt with quickly. We will also log and progress other requests for help
however there is no guaranteed speed of response.
Contract Support ranges from support for a single server or network device up
to total network or infrastructure management.
|
BRONZE
Qualified Engineers, up to 3rd line
Incident Management and report
1 hour response
Escalation management to manufacture | |
|
SILVER
As Bronze plus:
Proactive monitoring and alerting (4site)
Reporting
Remote dial-in resolution
Accountability for designated support or admin tasks
Holiday, sickness cover | |
|
GOLD
As Silver plus:
1/4ly site visit, review and healthcheck
Escalation to 4th line consultants
Managed devices; firewall, network, servers.
Managed Applications; Email, Citrix, Operating System
| | |
