Tier Two (II) Service Level Agreement (Remote + On Premise Support):
This plan is specially designed for early startups and small size organizations, who don’t want to built their dedicated IT set up or don’t want to hire a dedicated resource to manage the daily routine IT operations. So after signing a Tier Two (II) SLA customers will start getting the remote + On premise support.
This plan incorporate from call support, remote access to customer visits to resolve the problem. It depends on case to case, sometimes it may be over the phone only or in some cases a remote session of machine is required to resolve the issue. Engineer can also visit the customer premise to resolve the issue, if required.
How it works?
Customer log complaint, our engineers will ascertain whether given issue could be resolved remotely or via customer visit. After diagnosis, our engineer decides solution calibration.