"P3 Support Assurance" Service
P3Logic provides P3 Support Assurance service for clients who want the benefits of proactive services and the assurance of immediate reactive on-demand expertise when needed. These clients are not required to meet any minimum infrastructure requirements.
No minimum infrastructure requirements.
P3 Support Assurance Overview
P3 Support Assurance
- Always-Live unlimited Help Desk support via phone and email.
- Guaranteed response times for on-site and remote support.
- 24 x 7 x 365 monitoring of critical servers and communication lines.
- Proactive daily review of server, network and workstation logs.
- Strategic Quarterly Business Reviews, and Annual IT Strategy Meeting.
- Receive a 10% discount on additional P3Logic services.
P3 Support Assurance Scope of Services:
Reactive Scope
- Targeted Service Levels (see Support Assurance response time table below).
- Always-Live Help Desk support.
- Access to Phone Support. (3 free Incidents/month)
- Access to Email Support. (3 free Incidents/month)
Proactive Scope
- 24 x 7 x 365 monitoring of critical servers and communication lines.
- Daily review of server, network and workstation logs, assessing health of servers and network.
- Daily validation of nightly backup jobs.
Strategic Scope
- Quarterly Business Reviews
- Ensure that IT is aligned with overall business goals, and addresses any changes as they occur.
- Review a summary of work performed by P3Logic over the last quarter and the status of any projects in progress
- Annual IT Strategy Meeting
- Help identify IT solutions that will address existing and future IT requirements.
Other Benefits
- 10% Discount on all IT Service Rates for additional projects and services.
Targeted Response Times
P3 Logic Support Assurance Targeted Standard Response Times |
Response Level |
Criteria |
Maximum Response Time |
During Business Hours |
After Business Hours |
Remote
Support |
On-Site Support |
Remote
Support |
On-Site Support |
Severity 1 Critical |
An issue impacting more than one user. (Server, Email etc.) |
2 hours |
5 hours |
3 hours |
5 hours (if required) |
Severity 2 Degraded |
An issue impacting a single user. (Printing, application etc.) |
3 hours |
Next Business Day |
5 hours |
Next Business Day |
Severity 3 Minimal |
An issue that requires attention but can wait for an on-site visit or a remote technician. |
Next Scheduled Visit |
Next Scheduled Visit |
Next Scheduled Visit |
Next Scheduled Visit |
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What’s Excluded from P3 Support Assurance
- Specific projects which are identified during service delivery but are outside of P3Logic’s Support Assurance scope of services will be proposed and priced separately for the client’s consideration.
- Support of employee’s home computers and support of equipment at unspecified locations are not included.
- Hardware and software costs associated with updates and upgrades are not included as part of P3Logic Support Assurance, but may be quoted through P3Logic’s procurement team.
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