Priority support is for businesses that need support for after the normal business hours and weekends. This is an additional service that can be added to any support agreement. This is already included with every Total IT agreement.
Levels of Support:
After Hours: Covers the hours of 5PM – 8AM Mon-Fri only.
Weekends: Covers the hours of 8AM – 5PM Sat and Sun only.
24X7: Covers all hours on all days of the week.
Benefits of having Priority support.
All tickets that have a Priority support contract are worked before general tickets with the same priority regardless of age of the ticket.
Restrictions and Limitations:
Only P1 and P2 tickets are worked. All other tickets and request will be worked during normal business hours.
Holidays that fall within the chosen support time frame are covered automatically.
**The IT Team will make all attempts possible to get the service running, but it may require assistance from the vendor. If they are not available after hours we will not be able to complete the ticket until they have reopened.
**This does not cover any costs associated with after-hours support charges from your vendors. If you do not have a contact with your service vendor for after-hours support and they charge a fee, we will contact the account manager for your contract to get authorization of the expense and it will be billed back to the customer.
Priority Support is perfect for the company needing:
After hours monitoring of high availability systems.
To avoid high after-hour fees for working P1 and P2 tickets.
An easier way to budget your IT.