Support
Program |
As Needed |
Proactive |
Complete Care |
Service
Model |
As Needed Hourly |
Scheduled visits, Hourly
support and Proactive monitoring/maintenance |
Monthly Flat Fee |
Best
Suited For |
Organizations
where optimal performance isn’t critical and you don’t need a lot of ongoing
interaction. You are looking for expert advice on complicated decisions and
tricky issues.
|
Organizations that want higher network reliability and
basic work guarantees i.e. if we break something we won’t charge you to fix
it.
|
Organizations that want the
ultimate in support and work guarantees –i.e. almost all support is covered
by your service fee, which means we don’t make money unless your network is
trouble free and your users are supported efficiently.
|
Average
Server Uptime |
Not
measured
|
99.8%
|
>99.9%
|
Response
Priority |
As
available
|
Second
priority. Emergency phone support is typically provided within minutes. Non-emergency phone support is typically
provided within hours. Email support
is typically provided within 3 days. Emergency onsite support is provided the same day. Non-emergency onsite support is typically
provided in two days.
|
First
priority. Phone support is typically provided within minutes. Emergency onsite support is typically
provided in an hour. Non-emergency onsite visits are schedule at convenient
times. Email support is typically provided within 2 days.
|
Who
Bears the Cost of Repairs |
Customer
|
Customer
|
Xantrion
|
Ease
of Access to Support |
All
support must be authorized by IT Liaison before support can be provided.
|
Support
issues are typically batched and handled during scheduled visits. Ad-Hoc support is approved by customer’s IT
Liaison
|
Employees
have unlimited direct access to Xantrion support at all hours via an 800
number or e-mail.
|
Support
Assignment |
First
Available from pool
|
First
Available from pool
|
Dedicated
Team
|
| Scheduled Support Costs
|
Base
hourly rate
|
Base
hourly rate
|
Included
and Unlimited
|
Unscheduled
and After Hours Support Costs |
1.5 to
2x Base Rates
|
1.5 to
2x Base Rates
|
Included
and Unlimited
|
Comprehensive,
Proactive, 24 hour Monitoring |
Not
Available
|
Monthly
cost per device
|
Included
at no cost
|
Limitations
& Items of Note |
· As-needed support usually involves short-term troubleshooting of
unique issues. It is very difficult to
estimate labor requirements or implement testing to assure total
resolution of such issues.
|
· Better network performance
· Similar limitations to As
needed support
· Often
less clear who’s responsible for computer problems because no one has overall
control and there are more interactions to manage.
· Improved troubleshooting
because of performance history
· Costs
are uneven and unpredictable
|
· Network must conform to best practice standard
· Best available network performance and work guarantees
· Most responsive support
· Costs are even and predictable
· Efficiency and results only possible by combining the key
activities that make up this service and performing them in the way we
do. For example, automating key tasks,
operating procedures, control of the environment and elimination of the time associated with
receiving approval for and documenting the large number of small issues that
come up and regular upgrades required to keep users happy and the network
running smoothly
|
