In order for our clients to reap the benefits of an IT Setup which is fully functional and operational Immunity’s Support Services is available with the main object to ensure that they get the best support at an economical rate based on their requirements. We at Immunity provide our customers with a qualified and best skillets that can help on the daily monitoring as well as troubleshooting of various kinds of supports for various tasks as we understand that if it is left unattended then it can lead to various kinds of downtime and disruption for the business until the required corrective measures are taken.
For those clients teams who face the challenge of ensuring that the IT setup is running smoothly without the help of any kind of Subject Matter Expert, Immunity provides this supplementary service in order to help the client to fill the gap by using the knowledge, process, manpower and base that Immunity has to offer. A client can choose from the following options based on their requirements and budget.
IMMUNITY.S BASIC SUPPORT:
This service is ideal for those clients who require only a basic support service and has 49 or less IT Users on the server. This service caters to online and E-Mail support services. The features of this service is that the customer can get the various benefits with the knowledge base of Immunity as well as any kind of help with an e-ticket system.
TAT of the Response time for Immunity’s Basic Support- One working day over the web portal or email.
Cost of Immunity’s Basic Support per month/per device- Rs. 2000/-
IMMUNITY’S STANDARD SUPPORT:
This is an ideal option for those clients who have an in-house team of administrators who cater to their IT requirements such as various kinds of IT Security solutions and a centralized management system for the various IT requirements. They receive an enhanced solution service from the company which offers various features including the Basic Support Package. They are also entitled to receive any kind of support via the Telephone during business hours.
IMMUNITY’S PREMIUM SUPPORT:
This is a service that is beneficial for those clients who have their IT Security Solutions distributed across their company network. They also get the benefit of 24/7 telephone support apart from other features which is included in this package.
|Support Offering||Basic Support*||Standard Support||Premium Support|
|Terms Available||1 Year||.||.||.|
|E-mail Support http://www.immunitynetworks.com/services.html||.||.||.|
|Online (electronic) Ticket||.||.||.|
|Online Knowledge Base||.||.||.|
|Documentation (Manuals, release notes, set-up guides)||.||.||.|
|Basic support service levels||.||.||.|
|Telephone support 9:00 AM to 6:00PM ET, Monday to Friday (except holidays)||.||.||.|
|Standard support service levels||.||.||.|
|Telephone support 24 hours-a-day, 365 days-a-year for critical support issues||.||.||.|
|Premium support service levels||.||.||.|
|Online technical training and tutorials||.||.||.|
IMMUNITY’S On Call On Site Support
Under this service, we at Immunity provide our clients who have complex and critical IT Security Solutions the benefit of our Service Engineers visiting the site to take care of the various issues which cannot be catered to from our central support centre. This is a service that is available 24/7 and is an add on which can be included to those who opt for Immunity’s Premium Support Service Package.