Remote Support
| Service Provider Activities | Frequency | Detailed Description |
|---|---|---|
| Remote Support | Continuous | IT issue assessment, diagnostics, and remote remediation via chat, phone, and email or silently without End-user interruption. |
| Minor situational End-user IT education | As Needed | |
| Provide as needed IT services on per-request basis | As Needed | Includes any services defined within this agreement. |
| Service Onboarding Activities | Frequency | Detailed Description |
| Service Provider’s helpdesk learns about Client | Once Per Engineer | The best approach depends on the Client’s IT environment, size, business model, and culture. Will work together and decide best approach. |
| Client’s End-users learn how to work with Service Provider | Once Per Client | This is often most successful by printing the processes and sharing them digitally. |
| Serviceable Technologies | Supported Versions and Releases | |
| Windows | 8.1, and greater | |
| Microsoft Windows Server | 2012 R2, Standard, and greater | |
| Mac OS | 11.0 and greater | |
| Common Software Applications | Products and applications for Adobe, Intuit, and Google | |
| Microsoft Office Suite | 2019 and greater | |
| Coverage Exclusions & Exceptions | ||
| Services will only be provided on covered IT Assets, users, client sites, and will not exceed the scope of the services defined within this agreement. | ||
| The cost of any hardware, software, or licenses necessary to the successful resolution of Client requests are not included. Given this becomes necessary, the Service Provider will draft a quote and seek appropriate approvals. | ||
| Service Levels & Performance Goals | ||
| General service levels apply | ||
| Service Level & Performance Exceptions | ||
| Priority 1 issues must be reported via telephone by the On-site technical contact or site’s primary contact. Service levels on priority 1 issues reported any other way are exempt from defined service levels and will be best effort. | ||