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.