Support Structure

TIER 1:

Ticket management and online basic support

 

TIER 2:

Application, Hardware or issue specific escalation

 

TIER 3:

Onsite support and vendor coordination
Our service offering and support includes Incident, Change, Order, Configuration, Patch and Security Management among other services. In addition to our support levels we have customized our SLAs to maximize the cost benefit to our customers by designing four standards Partner, Platinum, Aurum, Argentum. Clients that require near real-time support prefer our Platinum SLAs.