Telcion offers several options for service and support based on our client’s unique needs. Each of our offerings can be custom-tailored to suit your specific business demands and budget.
Support Levels Include:
- Standard
- Enhanced
- Premium
Standard
- All response times are based on a Monday thru Friday, 8am-8pm schedule
- Average Mean Time To Respond – 1 hour for Severity Level 1 cases only
- Average Mean Time To Repair – 8 hours for Severity Level 1 cases only
- Installation services for failed hardware and software
- Software maintenance updates for bug related issues on all platforms
- Telephone Support 8am-8pm, Monday thru Friday
- Service outside support window will be billed T&M at current hourly rate with a min. of 2 hrs.
- Cases with Severity Level 2-4 will be scheduled within 72 hours.
Enhanced
- All response times are based on a Monday thru Friday, 6am-midnight schedule
- Average Mean Time To Respond – 15 minutes for Severity Level 1 cases only
- Average Mean Time To Repair – 4 hours for Severity Level 1 cases only
- Installation services for failed hardware and software
- Software maintenance updates for bug related issues on all platforms
- Telephone Support 6am-midnight, Monday thru Friday
- Service outside support window will be billed T&M at current hourly rate with a min. of 2 hrs.
- Cases with Severity Level 2-4 will be scheduled within 48 hours.
Premium
- All response times are based on a 24/7x365 day schedule, including all holidays and weekends.
- Average Mean Time To Respond – 15 min. for Severity Level 1 and 2 cases only
- Average Mean Time To Repair – 4 hours for Severity Level 1 and 2 cases only
- Installation services for failed hardware and software
- Software maintenance updates for bug related issues on all platforms
- Monthly Server Maintenance Checkup (verify backups and system performance)
- Telephone Support 24x7
- Cases with Severity Level 3 or 4 will be scheduled within 24 hours.