ICS Solutions Support Plus service is a dedicated service which allows you to reduce the risks of your business critical systems becoming unavailable or unsupportable. The service is structured with a mixture of on/off site consultancy and provides a single route for dealing with post development issues, on-going performance and availability and proactive remote management.
Support Plus offers the same Microsoft Product support as FasTack, but in addition can be used to cover your bespoke applications created by ICS Solutions or Third Party*. This offering has an SLA and a pool of hours which can be used onsite or offsite.
The Support Plus offering does not cover the ability to replicate your environment (dedicated hardware) or contain a copy of the source code, therefore requires you to provide suitable testing environments and source control management.
The Support Plus offering includes:
- Fix\workaround SLA 3 working days
- Onsite visit SLA 5 working days
- Call response SLA 3 working hour
- 56 hours helpdesk\resolution pool
- Remote Access
for more information about the Support Plus support offering.
*Third Party applications will require an audit at an additional cost.