Support Services
Support Services
Support Components |
Description |
Basic |
Premium |
|---|---|---|---|
| 8x5 Support (Office Hour Support) |
8×5 Support ( During Office Hours) with a response time of 6 - 8 hours or less depending on the criticality of the support request , to the Buyer in case where Supplier will maintain & administrate the Appliance and whenever assistance is required to maintain the items included in the Annual Maintenance Contract (AMC). |  |
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| 24×7 Support | 24×7 Support ( Twenty Four Hours a day , Seven Days a week) with a committed response time of 4 hours or less depending on the criticality of the support request , to the Buyer in case where Supplier will maintain & administrate the Appliance and whenever assistance is required to maintain the items included in the Annual Maintenance Contract (AMC). | |
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| Monthly Visit | Monthly visits by BTS’s Engineers to ensure the proper working routine for the items included in the AMC. | |
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| Onsite Assistance (ON – Demand) |
Onsite Assistance with a committed response time of 4 hours or less depending upon the criticality of the event. | |
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| Onsite Assistance (Scheduled) | Onsite Assistance with a response time of 8 - 12 hours or less depending upon the criticality of the event, OR booking a prior appointment for visit through e-mail. | |
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| Remote Call Assistance |
Remote Call Assistance via Phone/E-mail. | |
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| Review Meetings | As per request/requirement | |
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| Hot Stand- by Services |
Hot Stand – by Services for Installation of Latest Hot Fixes and Services Packs of the products included in this contract, with Major Upgrades and Enhancements. | |
Service Components: |
|---|
| Appliance & License Upgrade |
| Patch Upgrade |
| Firmware Upgrade |
| L1 & L2 level support on the solution. Note: L3 is the escalation level to the supplier |
| Health Check |
| Knowledge Transfer & Training |
