Customer satisfaction is our only obsession. We maintain close relationships with our customer by giving them reliable, high-performance, cost-effective and responsible services which they expect and deserve .
Support Services are for:
Resource based – Micro Dimensions offers dedicated resources charged on monthly basis for a specific duration period
Service Contract Based
Maintenance contracts – Regular Annual maintance of selected vendor hardware which is supported on per call or monthly flat rate fixed charges. This is based on scope of maintenance, locations and technology covered.
Managed Services based – Varied spectrum of support services are offered under SLA based Managed Services. The customer gets to select the spectrum ranging from basic, enterprise or advanced which in turn decides the pricing model.
|SERVICES DESCRIPTION||FLAT RATE (AMC)||MANAGED SERVICES / PROFESSIONAL SERVICES|
|8 X 5 Service Desk||Included||Included||Included||Included|
|24 X 7 Service Desk||–||–||Included||Included|
|24 X 7 Telephonic Technical Support||–||Included||Included||Included|
|24 X 7 Email Technical Support||–||Included||Included||Included|
|24 X 7 Remote Monitoring||–||–||–||Included|
|8 X 5 Remote Fault Management||–||Optional||Included||Included|
|24 X 7 Remote Fault Management||–||–||Included||Included|
|Emergency Response Time||Nbd||Sbd||2 hours||2 hours|
|Hardware Turn Around Time||Nbd||Sbd||4 hours||4 hours|
|Executive Monthly Report||Included||Included||Included||Included|
|Access to Customer Portal||–||–||Included||Included|
|Weekly Performance Reporting||–||Included||Included||Included|
|Unlimited Remote Patch Management||–||–||Included||Included|
|Quarterly Preventive Maintenance||Included||Included||Included||Included|
|Monthly Onsite Audit & Tuning||–||–||Included||Included|
|Software Release Management||–||–||Included||Included|
|Remote Move, Add, Change & Deletes||5 per month||15 per month||Unlimited||Unlimited|
|Onsite Move, Add, Change & Deletes||1 per month||3 per month||10 per month||Unlimited|
|Disaster Recovery Planning||–||–||–||Included|
|Service Level Management||–||–||–||Included|
What is Service Management Portal?
Most critical part of Managed Services is to report performance and service measurements to our customer.
Micro Dimensions provides a 24X7 online (LIVE) Service Management reporting portal to our customers which ensures the transparency of KPIs and performance reporting. The customer can anytime log-in to the portal and check LIVE statistical and tactical (trend reports) of incidents & service request.
Micro Dimensions Service Management Portal, https://microtechtelecom.freshdesk.com/support/login