Managed Support is for ongoing technical support for end-users. This consistent monthly support budget includes regular check-ins with your Technical Account Manager, a custom web portal to streamline the submission and tracking of support requests, and access to all levels of technical expertise at Macktez.
The goal of Managed Support is to reduce obstacles, increase transparency, and facilitate communication to make sure that your team gets appropriate, effective technical support in a timely manner. To that end, the Managed Support budget is reviewed regularly and will be revised quarterly as needed to match the volume of support requests and to right-size our support relationship.
Excluded work (see below) will be billed separately, either as a pre-approved flat fee project or as a post-action invoice for time and materials. Regular communication with your Technical Account Manager is required to ensure that these exclusions are applied suitably and explicitly.
- Custom web portal for submitting and tracking support requests
- Consistent billing for reliable budgets
- Regular reviews with your Technical Account Manager
The following is covered in the initial setup of this service:
- Custom web portal configuration for submitting and tracking support requests
- User training for support portal (up to two users)
- Documentation of key technical and asset information, used for consistent end-user support
The ongoing services and tasks below are included in the monthly fee:
- Incident response (break/fix)
- Minor, well-defined service requests
- Technical expertise from all levels of the Macktez Team
- Onsite support when needed (what work must be performed onsite and what can be done remotely is at our discretion)
- A regular check-in meeting with your Technical Account Manager
The following work is excluded:
- Service requests (new scopes of work)
- After-hours incident response
- Research and troubleshooting (solution design) following incident resolution
In order to respond effectively to different types of support requests and communicate effectively about our response management, we use standard IT industry terminology:
- An incident is an unexpected or unplanned disruption of one or more IT services or a severe reduction in IT service quality (e.g. a server failure, a laptop that will not start, or a network outage). Restoring services as quickly as feasible following an IT interruption is the goal of all incident response.
- A service request is for enhancement or changes to the system. A service request is made for something you don’t already have, such as installing conference room equipment, upgrading the network, or setting up a new computer. We will include minor, well-defined service requests in Managed Support when possible, but recognize that service requests are sometimes better resolved with a separate scope and budget.
- Solution design is for new scopes of work and for addressing the underlying cause of an incident. Resolving an incident means restoring service, which often solves the underlying problem, but may involve only a workaround or some other temporary solution. If solving the underlying problem requires more research and testing over time, that scope of work needs to be properly planned, managed, and budgeted for.