Service Plans Comparison

Apollo 3 - Services Provided

Coverage Defined - The hours and days of contracted services for the selected plan.
Priority Level Defined - Internal priority levels for service responses when ticket conflict occurs.
Severity Levels Defined - Defines response and resolution times based on criticality of issue.
Phone Response Times Defined - Maximum time before speaking with a technical support associate.
Virtual Support Response Times Defined - Maximum time to have remote support connect to site and begin troubleshooting issues.
Triage/Remote Service - Remotely troubleshoot and remediate issues.
Response and Resolution Plan Times Defined - Maximum time to respond and build resolution plan to issue.
System Integration Package (Documentation) - Complete set of documentation, photos and video that is updated as part of the processes built for service calls, assessments and preventive maintenance or test-and inspect-services.
Summary Report - Provide Ticket summary KPI report.
Customer Success Manager - SPOC and customer advocate for all aspects of relationship, such as onboarding, management and business reviews.
Managed Warehouse Services Defined - will manage and ship customer-owned replacement parts.
Parts Stocked Per Plan - Warehousing commitment of customer-owned critical parts.
Service Business Review - Meeting with all stakeholders to review all account activities, performance, lessons learned, initiatives and strategies.
Asset Management - Assist with notification of license renewals.
Patching and Firmware Upgrades - Automated service to ensure servers and endpoints are updated and protected against known bugs in software.
System Design Support - Additional technical phone support for general technical questions.
IT Systems and Security Assessments - Assess the state of the current environment, i.e., Server HW, OS, Applications, versions and patches, Network HW, firmware, patches and configuration and utilization.
Dedicated On-Site Resources - Optional with additional fees. Personnel dedicated to support customer's on-site technology support needs. Personnel can vary from help desk support level personnel to director and CTO levels.
Dedicated Virtual Team - Virtual team that accounts for primary and backup personnel to ensure intimate knowledge of customer environment and transfer of knowledge should personnel call out sick, take vacation or exit company






Schedule a Call With Our Team

12 + 10 =