Services » Technical Support

Benefits:

  • Reliable and controlled  IT infrastructure
  • Uninterrupted operation
  • Predicable expenses
  • Different support regimes
  • Guaranteed terms for debugging/removal of failures
  • Contact centre available 24/7 and quick response
  • Access to technical information and new software versions

 

Description

Five levels of customer support with guaranteed response time and problem solving -

Monitor (24x7x4), Non Stop (24x7x4), Alive (8x5x24), Support (8x5x48), Prepaid Support (8x5x48). Smooth functioning of IT environment with prevention and correction support measures and remediation of incidents within the shortest possible time frame.  

COM-4T technical support service offers solutions for unpredicted events, equipment damages, security incidents and other problems in IT environment. In order to achieve continual IT environment availability, COM-4T technical support service provides preventive and intervention support measures.

Preventive measures of technical support service are carried our systematically and periodically and they include the following:  

  • Technical consult in order to achieve IT environment improvement ,
  • Familiarization with new functionalities,
  • Review of equipment hardware status which is in the scope of maintenance ,
  • Review of device configuration and comparison with basic configuration,
  • Review of event log recording on the equipment ,
  • Periodical reporting on the equipment status, availability, equipment configuration changes and recorded events in reference     with security, according to customers’ demands.

Intervention measures of technical support service are the result of customer reports and they include the following:

  • Replacement of faulty equipment,
  • Changes in equipment configuration according to manufacturer’s recommendation or customer’s request in order to correct operation errors or provide new functions,
  • Upgrade of software versions or patches of equipment operation system,
  • Assistance and reestablishment of IT environment regular state.

Support Regimes

Depending on your IT environment complexity, criticality and significance for basic business operations, COM-4T offers you various technical support regimes.

Support regimes, basically, differ according to time availability of COM-4T technical support engineers and time limit for solving submitted request.

Precisely defined agreement on technical support service with SLA (service level agreement) characteristics offers you the possibility to manage a certain IT environment range, in a controlled manner.

 

 

COM-FOR-T  

MONITOR

COM-FOR-T  

NON-STOP 

COM-FOR-T 

ALIVE

COM-FOR-T 

 SUPPORT

COM-FOR-T

PREPAID SUPPORT

Communication Web / Mail / Phone / IM / Video Web / Mail / Phone / IM / Video  Web / Mail / Phone            Web / Mail / Phone            Web / Mail / Phone
Availability                 24x7                  24x7            8x5                8x5           8x5
Response                 30 min.                 30 min.            30 min.     60 min. 60 min.
Recovery                 4h                 4h            24h                48h           48h
Solution                 7 days                 7 days            10 days                14 days          14 days
Permanent customer equipment monitoring by engineers
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Spare parts
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Replacement of equipment
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Software upgrade
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Software update
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Security patches
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Assistance in exploitation/problem solving

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Periodical reporting on the status and performances

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Manufacturer's support
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Control review of the environment

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Personalised parameters for the access to COM-4T online technical support system are delivered to the user of selected technical support regime. With given parameters, the users of COM-4T technical support service can login their requests, keep the record of activities, participate in escalation and resolution, search requests and can automatically be notified on all status changes of registered requests starting from initial login to final solving of the request.
COM-4T technical support service is supported by all necessary technical capacities and qualified engineers. CОМ-4Т technical support service provides a COM-4T TAC system for on line login and recording of the problem, as well as record keeping of all activities during problem solving. 

All technical support regimes assume the use of consulting with technical support engineers’ option.

Price

The price of COM-4T technical support service is formed depending on selected support regime and the type and quantity of the equipment which is in the scope of servicing.

COM-4T offers the service of pre-paid COM-4T PREPAID TEHNICAL SUPPORT service, by which the customer makes advance purchase of a certain number of hours (h), within the selected support regime.

 

info [at] com-4t.rs ( Contact us for more information)