| PACKAGES | Hourly | Dispatch | Full Service | Custom |
|---|---|---|---|---|
| DESCRIPTION | Businesses that need ad-hoc IT service and/or support | Well developed technical infrastructure, limited technical emergencies. Requires regular on-site maintenance | Flat rate regularly scheduled on-site maintenance. Prepaid first response escalation support | Flat rate regularly scheduled on-site maintenance. Prepaid first response escalation support |
| Help Desk | ✔ | ✔ | ✔ | ✔ |
| Remote Support | ✔ | ✔ | ✔ | ✔ |
| On-Site Support | ✔ | ✔ | ✔ | ✔ |
| Service Level Agreement | ✔ | ✔ | ✔ | |
| Regular On-Site Maintenance | ✔ | ✔ | ✔ | |
| Assigned Primary & Secondary Technician | ✔ | ✔ | ||
| Dedicated Account Manager | ✔ | ✔ | ||
| Prepaid Escalation | ✔ | ✔ | ||
| Monthly Reporting | ✔ | ✔ | ||
| Vendor Management | ✔ | ✔ | ||
| Report Management | ✔ | ✔ | ||
| Communication Management | ✔ | ✔ | ||
| Extended Support (after hours) | ✔ | |||
| Project Consulting | ✔ | |||
| Project Management | ✔ | |||
| DETAILS | ||||
| Desk Side Maintenance | ✔ | ✔ | ✔ | ✔ |
| Server Side Maintenance | ✔ | ✔ | ✔ | ✔ |
| Network Maintenance | ✔ | ✔ | ✔ | ✔ |
| Hardware & Software Procurement & Deployment | ✔ | ✔ | ✔ | |
| Backup Monitoring & Recovery Duties | ✔ | ✔ | ||
| Data System Management | ✔ | ✔ | ||
| SLA RESPONSE TIME | ||||
| Business Critical | Best Effort | Same Day | 3 Hours | 1 Hour |
| Emergency | Best Effort | Next Day | Same Day | 3 Hours |
| Non-Emergency | Best Effort | Next On-Site | Next On-Site | Same Day |
