Support Services

Support Services

Support Components

Description

Basic

Premium

8x5 Support
(Office Hour
Support)
8×5 Support ( During Office Hours) with a response time of 6 - 8 hours or less depending on the criticality of the support request , to the Buyer in case where Supplier will maintain & administrate the Appliance and whenever assistance is required to maintain the items included in the Annual Maintenance Contract (AMC).
24×7 Support 24×7 Support ( Twenty Four Hours a day , Seven Days a week) with a committed response time of 4 hours or less depending on the criticality of the support request , to the Buyer in case where Supplier will maintain & administrate the Appliance and whenever assistance is required to maintain the items included in the Annual Maintenance Contract (AMC).
Monthly Visit Monthly visits by BTS’s Engineers to ensure the proper working routine for the items included in the AMC.
Onsite Assistance
(ON – Demand)
Onsite Assistance with a committed response time of 4 hours or less depending upon the criticality of the event.
Onsite Assistance (Scheduled) Onsite Assistance with a response time of 8 - 12 hours or less depending upon the criticality of the event, OR booking a prior appointment for visit through e-mail.
Remote Call
Assistance
Remote Call Assistance via Phone/E-mail.
Review Meetings As per request/requirement
Hot Stand-
by Services
Hot Stand – by Services for Installation of Latest Hot Fixes and Services Packs of the products included in this contract, with Major Upgrades and Enhancements.

Service Components:

Appliance & License Upgrade
Patch Upgrade
Firmware Upgrade
L1 & L2 level support on the solution. Note: L3 is the escalation level to the supplier
Health Check
Knowledge Transfer & Training

Note: The support service contract offered by BTS will hereby be referred as an Annual Mainteanance Contract (AMC)


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