Carelink provides a range of technology solutions and services to enable our clients to address their business needs. In many cases our clients wish to arrange for ongoing support for these solutions and services or for existing infrastructure, applications or projects.
To answer this need, we offer our Carelink Flexible Support service. Read the full fact sheet
Read the Carelink Flexible Support Service Level Agreement here: Carelink Flexible Support SLA.pdf
Description
Carelink Flexible Support is a combination support agreement that provides an agreed number of days of support per annum, commonly in multiples of 6.
Carelink Flexible Support is typically arranged based on a number of days per annum and may be called off based on a pro-rata number of days per month, commencing in the first month. For example a 12 day agreement allows for 1 day (8 hours) of support per month to be requested.
The number of days selected are held on account and may be taken as either ‘Remote support and guidance’ or as ‘Onsite support’, according to the needs of the clients at the time.
Remote support and guidance
This allows clients to request remote support or technical guidance by one of our support engineers. Commonly this is used to address specific technical issues that have arisen, however it may also be used in a consultative format where the client requests advice pre-emptively, for example this might be regarding application configuration.
Remote support and guidance is taken in 1 hour increments, however we try to be flexible in how we treat this so a quick 5 minute call will usually not be counted against the account.
Onsite support
This allows clients to request a site visit by one of our support engineers to address issues you have that may not be solved remotely.
Onsite support uses a minimum of half day
Carelink Flexible Support allows the two types of support to be mix and matched as needed, so a client might use half a day onsite and use 4 hours of remote support (or any other combination).
In both cases there is flexibility to carry days forward to following months.
What we typically support
Our expertise spans applications through to platforms; we are able to provide flexible support through our world class, ITIL-based managed services division which allows us to provides expertise in supporting and securing high availability internet and enterprise systems.
ioko’s technical strength and ability to deliver, no matter how challenging the project, has cemented its role as the trusted and preferred implementation partner for many of the industry’s leading software vendors including, Microsoft, Sun, & Vignette. We’re at the forefront of their technologies so that we can help our clients use it to be at the forefront of their business.
We are experts at supporting the following:
- Microsoft OS (including Windows Server 2003, NT etc)
- Unix (including Solaris and AAX)
- Linux (Including SUSE and Redhat)
All Mainstream Microsoft technologies, e.g.
- Exchange Server
- Active Directory
- Microsoft Content Management Server
- Microsoft SharePoint Portal Server
- icrosoft CRM
- Microsoft Commerce Server
- Microsoft BizTalk
- Apache
- MediaSurface
- Cisco
- Checkpoint
- Nokia
- RSA
If there is something that you need that isn’t listed please ask.