![]() In both cases, there will be a further cover for the customer should their primary contacts not be available. The Account Manager will act as the day to day contact for the customer ensuring their needs are being met whilst the technical resource will be on hand to answer and resolve matters of a more technical nature. Less critical requests will be responded to in the respective time frame.Įach customer will have a dedicated Account Manager as well as a Technical resource dedicated to their account. The support levels are agreed as part of the SLA and are in place to determine the severity of the incident in hand.įor example, issues relating to either access or a drop in internet connectivity would be deemed as critical, with the SLA reflected to ensure a prompt response to our customer. Our support level includes both in-hours and out of hours support with 24x7 or 9x5 telephone & email communication as part of our cloud solution.
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