We are offering below:
Managed services means a company will receive a list of well-defined services on an ongoing basis, with well-defined "response and resolution times" for a fixed rate or a flat fee. This can include things like 24/7 monitoring of servers, 24/7 help desk support for daily computer issues, and on-site visits by a technician when issues cannot be resolved remotely. Some companies also offer additional services like project management, backup and disaster recovery, and vendor management in the monthly price. The companies that offer this type of tech support are known as managed services providers.
This type of technical support has been very common in the services industry. It is also known as "Time and Materials" IT support. The customer pays for the materials (hard drive, memory, computer, laptops & digital devices, etc.) and also pays the technician based on the pre-negotiated rate when a problem occurs.
In this case we are offering block hours feature to allow the client to purchase a number of hours upfront at an agreed price. While it is commonly used to offer a reduced hourly rate, it can also simply be a standard non-reduced rate, or represent a minimum fee charged to a client before providing service. The premise behind this type of support is that the customer has purchased a fixed number of hours to use either per month or year. This allows them the flexibility to use the hours as they please without doing the paperwork and the hassle of paying multiple bills.
In Multi-tiered technical support
Technical support is often subdivided into tiers, or levels, in order to better serve a business or customer base. The number of levels a business uses to organize their technical support group is dependent on a business' needs regarding their ability to sufficiently serve their customers or users. The reason for providing a multi-tiered support system instead of one general support group is to provide the best possible service in the most efficient possible manner. Success of the organizational structure is dependent on the technicians' understanding of their level of responsibility and commitments, their customer response time commitments, and when to appropriately escalate an issue and to which level. A common support structure revolves around a three-tiered technical support system.
Tier 0 (or self-help) is in the form of "wikis" or FAQs that allow for users to access and resolve information on their own rather than have to contact a local Helpdesk or Service Desk for resolution.
Tier I (or Level 1, abbreviated as T1 or L1) is the initial support level responsible for basic customer issues. It is synonymous with first-line support, level 1 support, front-end support, support line 1, and various other headings denoting basic level technical support functions. The first job of a Tier I specialist is to gather the customer’s information and to determine the customer’s issue by analyzing the symptoms and figuring out the underlying problem.
Once identification of the underlying problem is established, the specialist can begin sorting through the possible solutions available. Technical support specialists in this group typically handle straightforward and simple problems while "possibly using some kind of knowledge management tool”. This includes troubleshooting methods such as verifying physical layer issues, resolving username and password problems, uninstalling/reinstalling basic software applications, verification of proper hardware and software set up, and assistance with navigating around application menus. Nevertheless, the goal for this group is to handle 70%-80% of the user problems before finding it necessary to escalate the issue to a higher level.
In Tier II (or Level 2, abbreviated as T2 or L2) is we are providing a more in-depth technical support level than Tier I and therefore costs more as the technicians are more experienced and knowledgeable on a particular product or service. It is synonymous with level 2 support, support line 2, administrative level support, and various other headings denoting advanced technical troubleshooting and analysis methods. Technicians in this realm of knowledge are responsible for assisting Tier I personnel in solving basic technical problems and for investigating elevated issues by confirming the validity of the problem and seeking for known solutions related to these more complex issues.
In Tier III (or Level 3, abbreviated as T3 or L3) is our highest level of support in a three-tiered technical support model responsible for handling the most difficult or advanced problems. It is synonymous with level 3 support, 3rd line support, back-end support, support line 3, high-end support, and various other headings denoting expert level troubleshooting and analysis methods.
This Tier 3 team can analyze the code and data using information from Tier 1 and Tier 2. Once the solution is verified, it is delivered to the customer and made available for future troubleshooting and analysis.
In a fourth level we often represents an escalation point beyond the organization. Tier IV (or Level 4, abbreviated as T4 or L4) is generally a hardware or software vendor. Within a corporate incident management system, it is important to continue to track incidents even when they are being actioned by a vendor, and the Service Level Agreement (SLA) may have specific provisions for this. Within a manufacturing organization, the fourth level might also represent the Research & Development
Remote Support is a method for troubleshooting software related problems via remote desktop connections.Technicians use software that allows them to access the user's desktop via the Internet. With the user's permission, the technician can take control of the user's mouse and keyboard inputs, transfer various diagnostic and repair applications to the user's desktop, run scans, install antivirus programs, etc. If the remote service permits it, the technician can even reboot the PC and reconnect remotely to continue his/her work without the user's assistance