For complex and integrated multi-vendor or multi-technology solutions we offer our most comprehensive support service, Enterprise Solution Support (ESS). Our ESS service is designed around our client's specific requirements and budget. Data Autonomy understands that each organisation and every support situation is different and has its own unique and diverse set of business and technology challenges. ESS reduces business risk by providing support for a complete solution, which typically comprises of several integrated technology components spanning hardware and software elements from several different vendors. This enables our clients to benefit from having an expert, personalised and comprehensive support service for an entire solution. Data Autonomy can provide different levels of ESS services: ESS Service Summary · Standard ESS Business hours (0900 to 1700 GMT) support for hardware and software issues · Extended ESS Extended business hours (0800 to 1800 GMT) support for hardware and software issues · Silver ESS Extended operational hours (0800 to 2330 GMT) telephone for hardware and software issues · Gold ESS 24x7x365 hours support for hardware and software issues · Platinum ESS 24x7x365 hours support for hardware and software issues, with a 2 hour response time Additional ESS service options are available for each ESS service, some of which are listed below. · Remote dial-in support · Onsite support and troubleshooting across technologies and products · Bundled consultancy for non-problem/faults to assist with ad-hoc requirements · Automated backups of an entire solution's configuration · Remote network monitoring and reporting · Scheduled monthly network, security and systems health-check · Software Update Service - Security/network patching; Hotfixs etc. Data Autonomy ESS services is designed to provide problem source identification, resolution, or in the case that a problem cannot be resolved due to a known problem or limitation, provide a suggested resolution, workaround or escalation to the vendor (depending on the level of vendor support available to the client). |
