Coverage:

Only includes support to incidents in working hours (by phone or mail)

Scope:

The resolution of problems will be defined within the areas detailed below, depending of the needs os customer:

o   Virtual Infrastructure (Hypervisor, vCenter, ...)

o   VDI Infrastructure (View, vWorkspace, Citrix)

o   Storage

o   Host Servers

o   OS

o   Backup

o   Messaging

o   Disaster Recovery

o   Other (customized solutions of customer from wich they want to have support to incidents)

Optional:

Basic Support may be extended:

o   In Hours: Expanding to 24 x 7 support

o   IT Staff Service: Consultations about customer's infrastructure, on a expandable bag of hours.