Our Premium package includes network support in addition to monitoring. Our Premium Level 2 support is for those companies that require supplemental support of their IT infrastructure. Premium Level 1 support is for companies that prefer a proactive incident-based outsourcing arrangement. If InterTech detects a network problem or failure, under:
Premium Level 1 – One of our Systems Analyst will immediately attempt to determine the source by securely logging into your network to quickly resolve the issue. If the issue cannot be resolved remotely, we will escalate by contacting your designated IT contact, designated service provider or dispatch one of our Systems Analysts.
Premium Level 2 – We will notify your IT manager to resolve the problem and be on standby, monitoring the issue until resolution, or act as a point of escalation if required. We will securely log into your network to quickly resolve the issue. If the issue cannot be resolved remotely, we will dispatch a Systems Analyst, as required.
Services include:
- 24x7 remote network monitoring - [?]
- InterTech remote technical support - [?]
- Telephone and e-mail support - [?]
- Systems Analyst available 24x7 for notifications and escalation - [?]
- Remote troubleshooting - [?]
- Escalation within 1.5 hours of detection - [?]
- Incident-based onsite support - [?]
- Emergency support - [?]
Learn About Our Other MSP Programs
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MSP Solution Programs
Standard
Premium
Premium Plus
Managed
Program Options
Prepaid Emergency Support
Dispatchable Services
Additional Information
Program Comparison
Technology Overview
Program Definitions
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