On Premise Support Services Deployment Contract
Support Services
This type of contract requires at least 1 year commitment. The contract includes Onsite Support Executive deployment and varies between Laptop, Desktop and Server.
The support matrix and escalation is as below
The field / support engineers who solve the issue by active participation are L1 support engineers, who are 1st line of contact when a support / issue ticket is raised.
Depending upon severity, The calls are taken up and resolved according to the severity turn around time mentioned in the contract.
If the issue reported is critical and complex then L2 engineers are allocated for the task. We ensure the Turn around time is honored while resolution.
If the issue is not closed by L2 engineers then L3 engineers takes up the task remotely or locally depending on the contract and solves the issue in no time.
Apart from L1, L2 and L3. We deploy Team Leaders and Project Managers on site depending on the contract requirement.
Remote Support Services Contract
These type of contracts we provide a ticketing portal where organizations can raise tickets for any issues / complaints. As similar to On Premise Contract mentioned above the L1 engineer attends to the call and as mentioned the call is escalated to the next level if its complex and difficult for the current level.
Types of Support Contracts
TechnoPlanet signs contracts both types of contracts
Comprehensive
Comprehensive contracts are Annual Maintenance Contracts (AMC) where we take responsibility of
- Support
- Repair
- Maintenance
- Part replacement.
While singing a comprehensive Support Service Contract we ensure we maintain a inventory of required parts in case of a breakdown or total failure of any system.
We even maintain backup systems inventory to provide fast replacement for critical / high-level business operations
Noncomprehensive
Noncomprehensive Support service contract is similar to that of Comprehensive service support contract but in non comprehensive contract Repairs and replacement of Parts / device is not part of the contract.
Technoplanet ensures proper maintenance and service for all the hardware and software applications covered in the contract.
