REP – On call service

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Guarantees the availability and CONTINUOUS intervention (24×7) of the Technical Staff for the management and recovery of the Incidents detected on the Systems, Services, Applications and Contracted Devices

Supports the management of critical issues that cause a TOTAL block on Systems, Services, Applications, Contracted Devices

Offers a concrete response to the management or resolution of contracted Urgencies

Provided by a team of specialists in the agreed services

Available for the IT, NETWORKING, INFRASTRUCTURE, UNIFIED COMMUNICATION and SECURITY areas

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

REP

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On call service
  • Administered with the involvement of the Service Manager
  • Operates a CONTINUOUS service (24 x 7) in the IT, NETWORKING, INFRASTRUCTURE, UNIFIED COMMUNICATION, SECURITY and any other contractual areas
  • Hired directly by the customer (mail, telephone) or by L&W NOC / SOC
  • Supported by L&W NOC and SOC monitoring services
  • Ensures the management of contracted services (HW, FW, FMS, SMS, VMS) by extending the operations of the SL1, SL2, SL3 teams beyond the usual working time slot

NOT INCLUDED

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  • New Implementations / Configurations / Modifications / Custom and recurring Tuning
  • PROACTIVE Performance and Capacity Management monitoring
  • Reporting services
  • Renewal or upgrade of maintenance software
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