DTS – On site technical support

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Availability of technical resources at the customer’s site

Support for the management of all or part of the IT infrastructure in use

Autonomous specialist management

SM

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Service Manager

SD

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Service Desk

SL1

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Support Level 1°

SL2

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Support Level 2°

SL3

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Support Level 3°

REP

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Reperibilità

DST

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Technical Assistance at customer’s site
  • Administered with the involvement of the Service Manager
  • Operates directly at customer’s site(s)
  • Involves Specialists in the IT, NETWORKING, INFRASTRUCTURE, UNIFIED COMMUNICATION, SECURITY or any other contractual areas
  • Supported by 1st, 2nd and 3rd level teams
  • Ensures the management of all or part of the IT infrastructure in use
  • Managed independently by the customer or according to a planned procedure
  • Responds to internal regulations dictated by the customer

NOT INCLUDED

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  • CONTINUOUS and PROACTIVE Performance and Capacity Management monitoring
  • Reporting services
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