On-Demand support is a service designed for our customers who want to have the reassurance that they can call upon the expertise they need, drawing down from a metered resource pool utilising any of our technical team.

The support model is designed to be a flexible, scalable and cost-efficient service solution, where the control of how time is spent remains in your hands providing you the security of knowing there is an extensive support structure which can be leveraged quickly and easily.

 

This model allows flexibility through advance purchase of time which is decremented as utilised. It can be used for both remote support services for supported products and applications or ad-hoc on-site requirements to meet your needs for incident resolution, planned maintenance or consultancy, without rigid contractual binding.

 

The Service desk is supported by our consultancy team of enterprise subject matter experts and vendor support is provided through our partnership agreements with leading vendors. Through this approach, the breadth of consultative resource in HybrIT can be made available where required to assist with specific projects or issue resolution.

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Services Features

  • Remote support via telephone, email and remote access

  • On-site support through pre-planned site visits

  • Escalation to Vendors

  • Service Account Management

  • Access to on-site consultancy

  • Access to Problem Management

  • Reporting

     

HybrIT provide an ‘On-Demand Support’ service through pre-purchase of time for specified services requirements.

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