Coverage:

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

Days on-site preventive support. Included one day expandable to more

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)

Days on-site contracted may be used:

o   Resolution of issues that require the presence of technical in the customer's office

o   Check the virtual infrastructure (Hypervisor, vCenter, ...)

o   Recommendations and optimization infrastructure

o   Contingency test and Availability

o   Health Check

o   Technical support to a migration or change of hardware

Optional:

Advanced Support may be extended:

o   In Hours: expanding to 24 x 7 support

o   More days on-site

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