| Business Hours |
06:00AM – 06:00PM Arizona Standard Time (Monday to Friday) |
| SLA |
Service Level Agreement is defined as the percentage achievement of resolution at the standard service level |
| Standard SLA |
80% experience rating |
| 24x7 |
24 represents the number of hours, 7 represents the number of days |
| Incident |
The time when our NOC or helpdesk receives an inbound telephone, page or e-mail support call from the client or a notification from InterTech |
| Escalation |
Our Premium, Premium Plus and Managed service packages include escalation action in the event that an imminent failure cannot be resolved remotely within 1.5 hours of detection. A Systems Analyst will escalate the issue by contacting the appropriate IT vendor, service provider, internal IT staff or dispatch professional services to ensure quick resolution of the problem. |
| Telephone Support |
Our INOC helpdesk can be contacted by dialing (602) 437-0035 and is available from 06:00AM – 06:00PM Arizona Standard Time (Monday to Friday) with four (2) business hours response time. |
| E-mail Support |
Provided through support@itcomputers.com and available from 06:00AM – 06:00PM Arizona Standard Time (Monday to Friday) with (4) business hours response time. |
| Onsite Support |
Our Systems Analysts provide full onsite support ranging from general maintenance, software, internetworking, and network administration, to full product installations. A minimum two (2) hour charge applies to all dispatched onsite support calls unless otherwise specified in the service contract. |
| Scheduled Onsite Support |
Our scheduled onsite support service is available from 08:00AM – 05:00PM Arizona Standard Time (Monday to Friday) with one business days notice or as defined in the service contract. |
| Emergency Support |
Emergency services are available through telephone and onsite support. These services are available both during and outside of normal business hours as defined in the service contract with four (4) business hours response time and at the rate mutually agreed in said contract. A minimum two (2) hour charge applies to all dispatched emergency support calls unless otherwise specified in the service contract. |
| Remote Troubleshooting |
With the help of InterTech, our Systems Analyst will securely log into the client’s network to determine the source of the problem. In addition, the Systems Analyst will remotely administer applications, operating systems, software and server reboots for Linux, Windows NT, Windows 2000, Novell, and Unix. The client must provide a Telnet, SSH or RAS connection in order to provide this service.
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| InterTech Technical Support |
Outlined in the INOC End User License Agreement, technical support is provided for advice and assistance on the installation, operation and use of the software. |
