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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
  • Provide unlimited unschedule service call. Response base on Basic Coverage & Response Time (BCRT).
  • Provide Self Service Tracking & Ticketing System.
  • Provide Helpdesk For Call Logging.
  • Provide Desktop, Network and Server Support
  • Provide Administrative Support.
  • Provide Remote Access Support.
  • Provide Flexible On Demand Onsite Service Support.
  • Provide Basic Report Services.

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.


 





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