Managed Support

For ongoing end-user support for employees not covered as part of another scope, Macktez recommends Managed Support, providing access to all levels of personnel at Macktez from tier 1 desktop support to experts in solutions design and senior consultants. In addition to simplifying administrative overhead, Managed Support also includes regular check-ins with a technical account manager, and 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 use 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.
• On-site support when needed, up to a monthly cap. (What work is performed onsite is at our discretion.)
• A regular check in meeting with your account manager.

Notes:

• Aggregate reports of work peformed are available by request.
• Changes to Managed Support commitments go into affect on the 1st of the following month.