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Support

Support

Customer satisfaction is our only obsession. We maintain close IT Supportrelationships with our customer by giving them reliable, high-performance, cost-effective and responsible services which they expect and deserve .

Support Services are for:

Projects

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
BASIC ENTERPRISE ADVANCED
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
Configuration Management 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
Capacity Planning Included
Vendor Management Included Included Included Included
Asset Management Included
Disaster Recovery Planning Included
Service Level Management Included
Uptime Commitment Included
Service Credits Included

 

Service Portal
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

 

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