Syscare Software Support Levels
Essential Syscare Software Support Highlights
- Four software support packages designed to meet the individual requirements of IT providers, partners, integrators, ISV’s and their customers alike.
- 24 x 7 x 365 availability year with live transfer to qualified technical support engineer.
- Proactive support assistance with prescriptive advice and guidance on IT issues such as performance concerns, disaster recovery and configuration assistance.
- Full access to online information services to ensure your IT staff, or customer remains up to date on the latest software products and technologies.
- Single point of contact for all software support, reducing time communicating between several parties and increasing operational efficiencies
- Select from either vendor or Syscare Software Support, with both scenarios maintaining one point of contact to manage your customers software support.
| Essential Services Level Summary | ||||
| Premier | Standard | |||
| Premier | Premier Advanced | Standard | Standard Advanced | |
| 24 x 7 x 365 availability year with live transfer |  |
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| No per-incident limits | |
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| Support Account Management | |
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| Escalation Management Support | up to 4 hrs |
up to 4 hrs |
up to 8hrs |
up to 8hrs |
| Unlimited Support Assistance | |
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| Vendor Software Support | |
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| Syscare Software Support Levels | |||||
Premier |
Premier Advanced |
Standard |
Standard Advanced |
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| Key Benefits | Key Features | ||||
| Proactive Services |
Unlimited Support Assistance | |
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| Custom Support Services | |
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| Dedicated Support Professional | |
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Available | |
| Dedicated Support Team | |
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| Health Checks, Onsite Audits and Infrastructure Workshop | |
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| National and Regional Workshops | |
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| Problem Resolution Support | Problem Resolution Support | |
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| 24x7 Coverage | |
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| 24x7 Critical Situation Escalation Management | |
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| Rapid Onsite Support for Priority 1 Calls | |
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| Knowledge Transfer | Proactive Information Distribution | |
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Syscare Online Access |
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Software Vendor Online Access |
Available |
Available |
Available on certain products |
Available on certain products |
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| Direct Relationship |
Account Representative |
Designated Contact |
Designated contact |
Shared, designated contact |
Shared, designated contact |
Remote vs. Onsite Resource |
Remote |
Primarily remote |
Remote |
Primarily remote |
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Account Profiling and Reporting |
Quarterly |
Quarterly |
Semi-annual |
Semi-annual |
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Case Monitoring and Escalation Management |
24x7 |
24x7 |
Monday to Friday 8am to 8pm |
Monday to Friday 8am to 8pm |
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| Software Vendor | Software Vendor Support Contractr |
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Full License Updates |
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Patches and Upgrades Provided where made available FOC |
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Media |
Available |
Available |
Available |
Available |
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Full Software Patches and Upgrades |
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