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Service Level Agreement
RRMP Standard Remote Rescue Maintenance Package

This service will be provided base on Basic Coverage & Response Time (BCRT) which is on next business day response time with 5 days by 8 office hours.

Assumption
All call reported is within the scope of coverage.
 
Service Overview
This service provides standard remote rescue maintenance package for customer who needs a more cost effective service with great Return on Investment to enhance their current support needs. This service covers basically the desktops, notebooks as well as workstations regardless of their location.
 
Key Consideration
  • Limited service call provided for customer.
  • No fix engineer are assigned and standby throughout the year of coverage.
  • Basic Coverage & Response Time covers next business day response time 5 days by 8 office hours.
  • Client device must be Windows Vista, XP, ME or 2000 or Apple Macintosh OS X 10.4 (Tiger) & 10.5 (Leopard).
  • Client device must have working internet connection.
  • No Resolution No deduction of call.
  • Only cover desktop, notebook and workstation regardless of their location.
Scope of Coverage
  • Provide limited unschedule service call. Service is restricted by number of call coverage. Response base on Basic Coverage & Response Time (BCRT).
  • Provide Desktop OS Admiistrative Services (DOSAS).
  • Provide Desktop OS Training Services (DOSTS).
  • Provide Standard Application Training Services (SATS).
  • Provide Extended Application Recovery Services (EARS).
  • Provide Extended Administrative Services (BAS)
  • Provide Basic Desktop Health Check (SDHC).
  • Provide Basic Report Services (BRS).

Our objective in packaging the Standard Remote Rescue Maintenance Service is to provide companies with a one-stop service solution by offering client a complete maintenance package that covers service, support, maintain, manage, advice and consult on their desktop environment.


 





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