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Product Name: eQ Support
Overview: All of our products come with a range of flexible support contracts complete with bespoke SLA. We can set up monitoring of your technology to allow us to provide proactive support to keep your business up and running with the minimum of downtime. We will support your technology both remotely, allowing us to quickly react to any potential incidents or on-site should it be required or you need to discuss your technology requirements.
eastQuayIT can provide a variety of support packages tailored to meet your business requirements. Our basic support call levels are:
| Level 1 – Critical Target Call Response: 1 hour Target Call Resolution: 2 hours |
A Critical failure affecting a significant number of users, with a major impact upon the business. |
| Level 2 – Urgent Target Call Response: 1 hour Target Call Resolution: 4 hours |
An essential business service is unavailable to all or significant number of users causing major inconvenience. |
| Level 3 – General Target Call Response: 4 hour Target Call Resolution: 4 hours |
A single service is unavailable to at least a single user causing major inconvenience |
| Level 4 – Non-Critical Call Response: 4 hour Call Resolution: 3 working days |
Services not available to a single user but where a workaround is available. |
The default call level is 3 or ‘general’. In some cases a fix will be able to be applied immediately at the time the ticket is raised. The initial response time represents the time period within which communication between the engineer and the client should be taking place.