Standard
Tickets and application maintenance service
– Tickets handling, bugfixing
– Server application support (upgrades, monitoring)
– Trainings (ad hoc/per client)
– Knowledge base maintenance
Premium
Support customer specific features on demand
– 1 hours / development / day
– Tickets handling, bugfixing
– Server application support (upgrades, monitoring, automation)
– Weekly status review calls
– FAQ support
– Knowledge base maintenance
Custom
Close contribution about processes and improvements
Customer is requesting more development hours / would like to maintain more servers / need assistance with global application roll out into company / specific integration purposes
Reaction times:
For reported incidents/questions comming from customer. The mentioned reaction times are the latest supplier’s reactions from the time when the issue has been reported. Service hours: Monday to Friday (not Czech public holidays): 07:00 -16:30 CET
– 3 working hours (first feedback about issue)
– 8 working hours (analyse your request and either resolve it or suggest a solution)
Team / responsibilities:
– L1: highly qualified technicians (solving tickets, contiribution with vendor and client)
– L2: Linux experts (system upgrades, application monitoring and evaluating with client)
– L3: Senior ruby developer (custom requests development)