Fully managed support service
Support
Our core service is a fully managed support service. This service is aimed at organisations that have established that the Lotus environment, be it mail or applications, is mission critical to them, and as such value the capability provided by a niche Lotus expert. Time Technology works hard to continually improve its approach to support, balancing a professional, responsive service with a personal connection with our clients.
The support service (Management Contract) is made up of a number of components that are proposed by Time Technology based on detailed discussions with the client. Our typical client contract is as follows:
Initial site audit by one of our Lotus experts, resulting in a full professional report with pre-contract requirements and further recommendations.
Unlimited calls to our qualified helpdesk by phone, e-mail or our web based communication tool (Central Issue Manager), between the hours of 09:00 - 18:00, 5 days a week.
Limit of 1 hour per issue. If requested by the client any time spent over the hour is chargeable. 95% of our client issues are resolved with less than 1 hour of effort.
Remote connectivity to the clients' environment allowing us to be fully responsive to their needs in the most efficient manner possible.
Documented service level around the response to the issue based on level of priority requested by the client. Performance against this service level is reported back in our account review sessions. These typically take place twice a year.
At least one on-site health check per annum resulting in immediate improvements and a full report of recommendations or considerations for the client. Again, this document is typically reviewed face to face as part of the account review process.
By focusing on the Lotus product set, Time Technology insures a level of expertise that truly enables our clients to think of us as the 'Lotus specialist' within their team.
