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Definitions of Support Programs |
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Response Time |
Customer requests are responded immediately
at gold and silver level, or within 2 hours at bronze level during
service hours |
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Telephone Support |
The Online/phone Support provides unlimited
toll-free assistance for hardware, software, and network problems. The
Basic service provides basic judgement and
advice on system problems, the Advanced service trouble-shoots, advices
"how-to", and gives users the opportunity to learn new computer skills. |
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Remote Support |
The Remote Support
is included at gold and silver level. Customer system is accessed by
support engineers remotely via customer defined gateway to perform
support tasks. Also customer system information is collected and
analyzed periodically for failure prediction. |
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On-site Service |
Where problems
could not be solved via Telephone support and Remote support, on-site
support is provided to eliminate any issue with regard to customer
system. |
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Applications Support |
Available at gold
and silver level, this service provides user limited support and
assistance in working with applications. |
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Account Service |
Upon customer request, provides an account
review of the customers service activity and requirements. |
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Backup and Disaster
Recovery Plan |
To assist customer
in establishing and executing the backup and disaster recovery plan of
the key IT data |
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Anti-Virus |
Help customer to
setup internal virus protection mechanism and to perform cleaning when
necessary |
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Additional Service |
Upon customer
request, service out of service period or not covered in the package is
available and provided at a premium rate |
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System Complexity |
All packages are
based on Microsoft platform and applications. Other systems or
applications may increase the system complexity and cause additional
support tasks required. |
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CALL 6741 8003 now for more details |
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