Service Level Agreement
- SMP SME 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 SME 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 unlimited helpdesk and remote access support
regardless of their location.
-
- Key Consideration
- Unlimited service call provided for customer.
- Mon-Fri from 09:00 to 17:00hrs coverage.
- Guaranteed within NBD response time.
- Ant tracking and ticketing system.
- Unlimited helpdesk phone/email support.
- Remote Access Support Management.
- Flexible On Demand Onsite Service Support
- Scope of Coverage
Our objective in packaging the SME Maintenance Service is to provide companies
with a one-stop service solution by offering client
an economical maintenance package that covers service,
support, maintain, manage, advice and consult on their
desktop environment.
|
