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Comms-care launches new tiered FLEX Software Support services portfolio
Comms-care has today announced the launch of a new tiered FLEX Software Support services portfolio. Designed to provide remote software support to organisations, on a reactive or ad hoc basis, FLEX enables channel partners to help their customers keep IT systems operating normally when internal resources are stretched or depleted especially as more technologies transition to exist within the software layer making software support as important as traditional hardware maintenance.
FLEX includes centralised call logging and management; technical support via phone, email and remote access; escalation and management of issues, and incident reporting. The new tiered approach means that channel partners can choose between FLEX Standard, FLEX Hybrid and FLEX Premier.
FLEX Standard provides multi-vendor remote support via telephone and email for a range of core and advanced products, with 3 levels of service hours from standard business hours to 24x7.
FLEX Hybrid provides the same level of support as FLEX Standard but on a 24x7 basis by default with the ability to escalate an incident to Microsoft Premier Support where Comms-care is unable to resolve an issue internally.
FLEX Premier covers Microsoft products only, and is offered on a 24x7 basis. Incidents are logged by Comms-care but are then passed directly to Microsoft Premier Support to resolve.
All agreements are based on pre-purchased support units of 30 minute increments. Support is purchased ahead of when it is required and is used as and when it is needed until the allocation has been used or within 12 months of the agreed start date.
Simon Day, Professional Services Director at Comms-care, said: “We constantly strive to create propositions that enable our channel partners to provide flexible, high quality, value added services to their customers which is why we have restructured our FLEX Software Support services portfolio. The different tiers make it easy for the channel to choose a service level that matches their customers’ needs.
“Feedback from our partners confirms that they appreciate having access to high quality and reliable services without necessarily carrying the costs day in day out. FLEX is the latest example of our ability to provide services on which channel partners can build successful businesses. ”
Customers access FLEX services via a dedicated phone number or email address. Incidents are logged and monitored to ensure they are addressed within set service level agreements. Regular reporting is provided and Comms-care is also able to provide quarterly Service Improvement Reviews for an additional charge.