Support Structure


Coverage of support

Technical support may be delivered by different technologies depending on the situation. For example, direct questions can be addressed using telephone calls, SMS, Online chat, E-mail or Fax; basic software problems can be addressed over the telephone or, increasingly, by using remote access repair services; while more complicated problems with Software/Application may need to be dealt with in person.

Types of Technical Support

Time and Material

This type of technical support has been very common in the services industry. It is also known as ``Break-Fix`` IT Support. The concept behind this type of support is that the customer pays for the materials (Hard Drive, Memory, Computer, etc.) as well as pays the technician based on their pre-negotiated rate when they have a problem.

Block Hours

Block Hours is basically a way to purchase a bunch of hours upfront to pay a reduced hourly rate. The premise behind this type of support is that the customer has negotiated a discounted rate and a fixed number of hours to use either per month or year. This allows them the flexibility to use the hours as they please without doing the paperwork and the hassle of paying multiple bills.

Managed Services

Managed Services means a company will receive a list of well-defined services on an ongoing basis, with well-defined ``response and resolution times`` for a fixed rate or a flat fee. This can include things like 24/7 Monitoring of Servers, 24/7 Help desk for your daily computer issues and On-site visits by a technician when issues cannot be resolved remotely. We offer an additional services like Project Management and Vendor management in the monthly price.

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