Remote Support

RemoteSupportPurchasing remote support from us provides you with direct access to our engineers with a targeted response time of one business day for all support questions and issues.  Our remote support compliments your existing IT resources, adding great value and efficiency by providing you with access to our wide range of experience and expertise.

Subscription Details
Our remote support model is  is on an hourly basis, allowing you to better manage your IT budget.  Support plans start with a 2-hour minimum commitment and are billed at an incremental hourly rate after that. You can purchase as much or as little support as you need without a large initial or subsequent purchase resulting in wasted IT dollars.  Support hours do expire one year after date of purchase.

How it Works
Time is tracked using our ticketing system, and rounded to the nearest 1/4 of an hour (15 minute increments), with a minimum of 15 minutes.  While working with you, or on a project for you, the timer is running. When completed, the timer is stopped, the time is entered in the ticket, and the ticket is closed. If something will take more than the amount of hours you have already purchased, we will obtain your approval before exceeding the amount of time you have purchased.  As a support subscriber, you will have direct access to our service portal to view the status of all of your tickets and support hours.

Support Services Offered
We offer support for troubleshooting and configuring a wide range of products and technologies, including:

  • Firewalls and security
  • Routers and Switches
  • Networking Technologies (IPv4, IPv6)
  • Optical Networking
  • Monitoring and Management Systems
  • Servers (Microsoft, Linux, Apple)

This is by no means an exhaustive list, and you may find a more detailed list here.  Whether you need some brief guidance on the best approach, or want us to walk you through the configuration via Webex to control your screen, or log in to your equipment and completely configure it ourselves, we are available for any level of assistance.  We can also review your configuration to ensure it follows industry proven best practices, and provide recommendations on improvements.

Targeted Response Time
All support issues will receive a reply within one business day. Issues are prioritized by severity – problems causing an outage or having significant immediate impact on your network will always take priority, and will receive our attention as quickly as possible.

Availability
Our engineers are available from 9 AM to 9 PM US Eastern time, Monday through Friday, excluding holidays in the United States. Emergency support is available 24 hours a day every day of the year at a premium rate. Please note that any support requests outside of the standard support schedule is considered after-hours.

Benefits
As a support customer you will have direct access to our support staff via the private customer portal.  From here you may open tickets, as well as view and respond to existing tickets.  You may also maintain your contacts, access the knowledge base, view invoices, quotes, services, and assets.

Pricing
Support plans start with a 2-hour minimum commitment and are billed at an incremental hourly rate of $125 after that initial time is used up (All prices USD).  After-hours support is available and must be scheduled ahead of time. The rate for after-hours support is $175.00 per hour with a one-hour minimum.

 




 

Questions?
If you have any questions, please email info@havensys.net