Support Levels

Level 1 Support

This level of support is designed to act as primary contact for computer support and preventative maintenance for desktop computers, laptops as well as installation of computer peripherals.

Level 2 support

These customers typically have one or more servers on a network and require a higher level of technical expertise for server maintenance. Technicains can also provide on site installations of new desktops, laptops, printers and software in a networked environment. Members of the Level 2 support team will also assist on issues escalated beyond the Level 1 support team.

Level 3 support

There are many specialized technicians' skills that may be required beyond the scope of Level 1 and 2 support services. At Level 3 the support technicians are typically engineers that work on more complex problems and are highly focused in a particular area of development.

Agreements and schedules

• Level 1 & 2  Management Support Service Agreement
• Preventative Maintenance Schedule (coming soon)
  
• Server Preventative Maintenance Schedule
• Level 3 Custom Application Support Agreement (coming soon)
  
• Backup and Disaster Recovery Testing Service Agreement (coming soon)
  
• Network Management Service Agreement