Managed Fixed Rate support provides the following:
1. Pro-active monitoring of the network environment,
2. Phone support during Business Hours: 8:00am to 6pm Monday to Friday,
3. Phone support 7 Days 8:00am to 8:00pm for Severity 1 support,
4. Direct access to engineers via mobile for Severity 1 support,
5. 4 hour response times for Severity 1 support (Upgrade to 2 hours
available),
6. Next Business Day response times for Severity 3 support,
7. Onsite and Remote support,
8. Job management and tracking,
9. Bi-Monthly reports and meetings,
10. No penalty rates for work performed outside Business Hours,
11. Home IT visits for company directors and VIPs,
12. Secondary mail hosting service.
13. Regular pro-active server maintenance tasks every 6 to 8 weeks.
Forward IT offers an adhoc best effort Time & Materials support rate which provides the following:
• Best Effort response times;
• 9:00am to 5:00pm Mon-Fri;
• No after-hour penalty rates.
Prepaid support is purchased in blocks of vouchers (30 mins). The voucher support includes all level of engineer expertise.
• Guaranteed response times;
• Pro-active monitoring;
• 7 Days 8:00am to 8:00pm support.
A fixed monthly support rate based on the number of users, network complexity and required response times.
• Guaranteed response times;
• Pro-active monitoring;
• 7 Days 8:00am to 8:00pm support.
Forward IT offers experienced and security cleared technical resources on contract engagements to government and Defence.