|
SERVICE DESCRIPTION
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BASIC
|
SILVER
|
GOLD
|
PLATINUM
|
| Customer Purchases |
Service Retainer without SLA
|
Service Retainer with SLA
|
Gold Package + Retainer with SLA
|
Platinum Package with SLA
|
|
Initiation of Support Ticket
|
Customer
|
Customer or Tympani
|
Customer or Tympani
|
Customer or Tympani
|
|
Fixed Hourly Rates for Service, Support , Projects
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YES
|
YES
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YES
|
YES
|
|
Single Point of Contact for Resource Coordination
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YES
|
YES
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YES
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YES
|
|
Troubleshooting Expertise
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YES
|
YES
|
YES
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YES
|
|
Vendor Warranty Contract Management
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YES
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YES
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YES
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YES
|
|
Coordination of Vendor HW and SW Support
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YES
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YES
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YES
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YES
|
|
Support and Communication SLAs
|
|
YES
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YES
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YES
|
|
Urgent 1-Hour Remote Support
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|
YES
Off Retainer
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YES
Off Retainer
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Included
|
|
7x24 After Hours Support and Escalations
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|
YES
Off Retainer
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YES
Off Retainer
|
Included
|
|
Response to NW Management Alerting System
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|
Options Available
|
Options Available
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Included
|
|
Document NW with Database of Configurations
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|
|
YES
|
YES
|
|
Network Change Management
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|
|
YES
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YES
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Quarterly Health and Performance Reviews
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|
|
YES
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YES
|
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Quarterly Report Meeting on above Reviews
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|
|
YES
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YES
|
|
Quarterly Patch Management, Required Updates
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|
|
|
Included
|
|
Weekly Configuration Backups and Log Reviews
|
|
|
|
Included
|
|
Support – Onsite or Remote
|
YES
Off Retainer
|
YES
Off Retainer
|
YES
Off Retainer
|
Included
|
|
Projects, Upgrades, MACs, etc.
|
YES
Off Retainer
|
YES
Off Retainer
|
YES
Off Retainer
|
YES
Off Retainer
|