Ongoing Support

Description

Our ongoing support package ensures that your software and systems remain operational, secure, and up-to-date. We provide 24/7 assistance through ticketing and email, along with dedicated phone support hours each month to address any issues or optimizations needed.

Value Proposition

• 24/7 Availability – Immediate access to support via ticketing and email.
• Expert Assistance – Direct access to our experienced team for troubleshooting and guidance.
• Predictable Costs – A structured plan with included support hours, avoiding unexpected expenses.
• Operational Continuity – Proactive monitoring and quick resolutions to minimize downtime.

Functionalities

• 24/7 Ticketing System – Submit and track issues anytime.
• 24/7 Email Support – Direct access to support staff for urgent and routine issues.
• Phone Support – Up to 10 hours per month for real-time troubleshooting and consulting.
• System Monitoring – Regular checks for performance, security, and stability.
• Issue Resolution – Troubleshooting and fixes within the defined scope.
• Consulting & Optimizations – Guidance on best practices and improvements.

Other Information

• Support Access – Dedicated support channels for tickets, emails, and phone calls.
• Monthly Support Hours – 10 hours of phone support per month.
• Reporting & Insights – Summaries of support activity and recommendations.
• Additional Work – Any requests outside the immediate scope billed at $85/hour.

Deliverables

Number	Tasks and Sub-Tasks
1	24/7 Ticketing System
1.1	System Setup:
1.1.1	Implement a ticketing system (e.g., Zendesk, Freshdesk) for issue tracking.
1.1.2	Configure ticketing system to notify the support team of new tickets.
1.1.3	Provide client access to the ticketing system for submitting and tracking issues.
1.2	Ticket Management:
1.2.1	Monitor the ticketing system 24/7 for new issues.
1.2.2	Assign tickets to the appropriate support team member based on issue type and priority.
1.2.3	Ensure timely responses to tickets within the agreed SLA (e.g., 1 hour for critical issues).
1.2.4	Track ticket resolution progress and provide updates to the client.
1.3	Issue Resolution:
1.3.1	Troubleshoot and resolve issues within the defined scope of support.
1.3.2	Escalate complex issues to senior team members or external vendors if necessary.
1.3.3	Document resolutions and update the knowledge base for future reference.
2	24/7 Email Support
2.1	Email Setup:
2.1.1	Create a dedicated support email address (e.g., [email protected]).
2.1.2	Configure email forwarding to the support team for 24/7 monitoring.
2.1.3	Set up automated email responses to acknowledge receipt of support requests.
2.2	Email Management:
2.2.1	Monitor the support email inbox 24/7 for new requests.
2.2.2	Prioritize emails based on urgency and issue type.
2.2.3	Respond to emails within the agreed SLA (e.g., 1 hour for critical issues).
2.2.4	Track email resolution progress and provide updates to the client.
2.3	Issue Resolution:
2.3.1	Troubleshoot and resolve issues reported via email within the defined scope of support.
2.3.2	Escalate complex issues to senior team members or external vendors if necessary.
2.3.3	Document resolutions and update the knowledge base for future reference.
3	Phone Support (Up to 10 Hours/Month)
3.1	Phone Support Setup:
3.1.1	Provide a dedicated phone number for client support.
3.1.2	Set up call forwarding to the support team during business hours.
3.1.3	Configure voicemail for after-hours support requests.
3.2	Call Management:
3.2.1	Monitor the support phone line during business hours.
3.2.2	Log all incoming calls and track support hours used.
3.2.3	Prioritize calls based on urgency and issue type.
3.2.4	Respond to voicemails within the agreed SLA (e.g., 1 hour for critical issues).
3.3	Issue Resolution:
3.3.1	Troubleshoot and resolve issues reported via phone within the defined scope of support.
3.3.2	Escalate complex issues to senior team members or external vendors if necessary.
3.3.3	Document resolutions and update the knowledge base for future reference.
4	System Monitoring
4.1	Monitoring Setup:
4.1.1	Implement monitoring tools (e.g., Nagios, Datadog) to track system performance, security, and stability.
4.1.2	Configure alerts for critical issues (e.g., downtime, security breaches).
4.1.3	Provide client access to monitoring dashboards for real-time insights.
4.2	Proactive Monitoring:
4.2.1	Monitor system performance 24/7 for anomalies.
4.2.2	Monitor security logs for potential threats or vulnerabilities.
4.2.3	Monitor system stability and uptime to minimize downtime.
4.3	Issue Resolution:
4.3.1	Address performance, security, and stability issues detected by monitoring tools.
4.3.2	Escalate complex issues to senior team members or external vendors if necessary.
4.3.3	Document resolutions and update the knowledge base for future reference.
5	Reporting & Insights
5.1	Weekly Reports:
5.1.1	Compile a summary of support activity (e.g., tickets, emails, calls resolved).
5.1.2	Include key metrics (e.g., response time, resolution time, system uptime).
5.1.3	Provide actionable insights and recommendations for improvements.
5.2	Monthly Reports:
5.2.1	Aggregate weekly data into a comprehensive monthly report.
5.2.2	Include visualizations (e.g., charts, graphs) to show trends and performance.
5.2.3	Provide long-term recommendations for system optimization and support improvements.
5.3	Stakeholder Communication:
5.3.1	Present weekly and monthly reports to stakeholders.
5.3.2	Discuss progress, challenges, and next steps.
6	Additional Work (Billed at $85/Hour)
6.1	Scope Definition:
6.1.1	Review client requests to determine if they fall outside the immediate scope of support.
6.1.2	Provide a detailed estimate of hours and costs for additional work.
6.2	Approval & Execution:
6.2.1	Obtain client approval before proceeding with additional work.
6.2.2	Assign tasks to the appropriate team members for execution.
6.2.3	Track hours spent on additional work and provide updates to the client.
6.3	Billing & Reporting:
6.3.1	Generate an invoice for additional work completed.
6.3.2	Include a detailed breakdown of hours and tasks in the invoice.
6.3.3	Provide a summary of additional work completed in the monthly report.