Flex - Software Support
FLEX is a scalable, responsive extension to an organisation’s own IT function that seamlessly augments in-house technical support services. It is suitable for organisations of all sizes and is often used to provide reactive technical assistance and expertise at times when an organisation’s in-house IT department is stretched or depleted, whether expected or otherwise.
It is especially useful in providing reactive technical assistance and expertise for specialist products or on an ad hoc basis to cover staff holidays, maternity / paternity leave, illness or when staff are busy with internal projects.
FLEX provides the following services:
- Centralised call logging and management
- Level 2 & 3 technical support via phone, email and remote access
- Escalation and management of issues to vendors ***
- Management and incident reporting
Three tiers of support
* Support units based on 30 minute increments
** Please request a separate Supportability Matrix for a full list of supported technologies
*** For resolutions requiring bug fixes, firmware upgrades and/or manufacturer escalation, the customer must have appropriate licensing or support in place
The following list of vendors are supported under the FLEX Standard and FLEX Hybrid agreements:
How does the service work?
Managed and delivered centrally from our dedicated support centre; FLEX addresses the need for reactive BAU software fault resolution and incident management. Hardware maintenance is excluded and should be covered by a separate contract.
The service is accessed via a dedicated telephone number and email address provided to each client.
The FLEX Support Desk will:
- Create a service case
- Triage and prioritise the incident
- Automatically escalate any incidents nearing agreed service level thresholds
- On resolution, confirm closure details and number of units consumed
Service Improvement Reviews (SIRs)
To ensure maximum return for clients' support investments we have developed a layer of Service Management overseen by our dedicated Service Managers.
If required they can conduct Service Improvement Reviews, remotely, on a quarterly basis, to review Service Desk activity utilised by the customer during the preceding quarter.
The basic structure for how your assigned Service Manager will engage with your organisation is shown below:
We will provide monthly reporting on all support services under the Flex Support agreement for all months seeing support activity. The reports will include a summary of each incident logged and the support units spent on each
For proactive monitoring services please see our Managed Services
For implementation of new services please see our Professional Services
To find out how our Service Desk can enhance your support capabilities contact us today where one of our representatives will be on hand to deal with your request.