Managed Support

For miscellaneous ongoing end user support not covered as part of another scope, Macktez recommends Managed Support.

In addition to simplifying billing and reducing administrative overhead, Managed Support also includes quarterly check-ins with an assigned account manager, a custom web portal to streamline the submission and tracking of your support requests, and discounts our rate. (Overages are billed at our standard hourly rates.) For this service we bill in advance for a fixed fee that includes up to a predefined number of hours.

Key benefits:

  • Set up 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 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 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.

Optional Add-On: 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 On-site Support.

Key benefits:

  • Allocates a default team member for on-site technical support at the client office.

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

  • Regularly scheduled 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 mitigating factors.)
  • Hardware equipment setup and general end user support.