Managed Support
Managed Support is ongoing support for end-users not covered as part of another scope, providing access to all levels of personnel at Macktez. This arrangement simplifies administrative overhead and includes regular check-ins with your Technical Account Manager, as well as a custom web portal to streamline the submission and tracking of support requests.
Key benefits:
- Set up custom web portal for submitting and tracking support requests.
- The monthly cost is reviewed quarterly and may be revised monthly to meet changing needs.
The following is covered in the initial setup of this service:
- Set up custom web portal for submitting and tracking support requests.
- Documentation of key technical and asset information, used for consistent end-user support
- User training for support portal (up to two users)
The ongoing services and tasks below are included in the monthly fee:
- Remote requests for support via email and phone
- Onsite support when needed, up to a monthly cap (What work must be performed onsite and what can be done remotely is at our discretion.)
- A regular check in meeting with your account manager
Notes:
- Aggregate reports of work performed are available by request.
- Changes to Managed Support commitments go into effect on the 1st of the following month.