Managed On-site Support

For clients who wish to have dedicated hours allocated to in person on site support at their office, Macktez offers Managed Support On-site.

This also includes regular check-ins with an assigned account manager, a custom web portal to streamline the submission and tracking of your support requests, and discounted hourly rates. For this service we bill in advance for a fixed fee that includes up to a predefined number of hours.

Key benefits:

• Allocates a default team member for on-site technical support at the client office.
• Custom web portal for submitting and tracking support requests.
• The monthly cost and number of hours can be revised monthly to meet changing needs.

The following is covered in the initial setup of this service:

• Set up custom web portal for support requests.
• Documentation of key technical and asset information, used for consistent end use support
• User training for support portal (up to two users).

The ongoing services and tasks below are included in the monthly fee:

• On-site support up to a monthly cap. (We reserve the right to perform work remotely when this is sufficient and called for due to public health, weather, or mitigatign factors.)
• Hardware equipment setup and general end user support.
• A regular check in call with your account manager.

Notes:

• Aggregate reports of time are available by request.
• Changes to tier go into affect on the 1st of the following month.