|Single Point of Contact
|| A designated support engineer is assigned to monitor, coordinate with required resources and ensure your cases are handled seamlessly. This will be the one resource you can depend on to get a status update on your current open cases.
|Direct Routing to Senior Level Engineers
|| Your Support Requests will bypass Level 1 and will be routed to a support queue that is addressed by a Level 2 engineers during business hours.
|Customer Site Profile
|| Your designated admin will work with you to draft a support reference document outlining your virtual architecture implementation. This reference document will be used by all support staff members supporting your environment.
|| You can chat with your designated Admin during regular business hours, gaining personalized assistance.
|| You'll have access to complete production & staging Environment administration, Multiple SOC's, Upgrade and Patch Maintenance, Configuration Check & tuning.
|Onsite Visit (Case Review or Incident Handling)
|| Your admin will travel to your site once annually, at your discretion, to review the prior year's performance and help to plan for the next. You can also use this annual onsite visit to help you address emergency situations.
|Log File & RCA Review
|| Your admin can provide formal root cause analysis for your Severity 1 Support Requests.
|Best Practices & Support Plan
|| Your designated admin will work with you to document detailed Support Plan outlining points of contact and best support processes.