Coverage:
Includes support to incidents in working hours (by phone or mail)
Days on-site preventive support. Included two days expandable to more
IT Staff Service. Consultations about customer’s IT infrastructure included (on a expandable bag of hours)
Preference Technical for the installation
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 which 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
The IT Staff Service includes consultations about:
o Corporate email (Exchange, Zimbra)
o Active Directory
o Virtual Infrastructure
o VDI Infrastructure (View, vWorkspace, Citrix)
o Disaster Recovery
o Cloud Computing
o HW Storage Infrastructure
o HW Server Infrastructure
o HW Network SAN Infrastructure
o HW Ethernet Infrastructure
o Backup Software
o BRS Software
Optional:
Premier Support may be extended:
o In Hours: expanding to 24 x 7 support
o More days on-site
o Greater number of consultations within the IT Staff Service