Kaptec’s Standard Support service provides flexibility, expertise and a partner equipped to react speedily to your requests for assistance. We are an extension to your Business, allowing you grow in both size and expertise without stretching your organisation and commercial model.
Services in detail
Kaptec’s Standard Support service builds on the Essential package by adding remote support from our technical centre along with a comprehensive spares & logistics service, giving you peace of mind that any incidents that occur receive a response in the shortest possible time. Kaptec will act as a virtual extension to your own support organisation, complying with the behavioural standards expected by you and your customers.
Standard support provides :
Service Request Management
Our Service Desk is available 24/7 via telephone or a web portal, where service requests can be submitted for resolution.
We’ll manage your incident until it’s resolved, on a response-based SLA
For incidents, the Service Desk Tier 1 engineers will provide a “single touch” resolution where possible. If such a resolution is not possible or has not been achieved within the agreed operating level agreement between Tier 1 and the appropriate resolver group then the incident resolution time period, the request will be reassigned and prioritised.
For speedy resolution of incidents, if diagnosis indicates that our onsite presence is required, we will dispatch a suitably qualified technician to your premises.
Spares Management and Logistics
To ensure downtime is kept to a minimum. Kaptec maintains a central spares and logistics facility.
Additional Support Options
Additional chargeable options can be added to your Standard support services to meet your specific business requirements:
Choice of Cover
Choose support hours that match your business requirements.
Service Request Fulfilment
In addition to incidents we’ll also handle Moves, Adds, Changes and Deletions
Service Delivery Management
A dedicated Desk based Service Delivery Manager (SDM) who is responsible for ensuring that the delivery of services is in line with our commitments