Aigenpulse operates a 24/7 service desk with Aigenpulse support agents always on hand to respond to customer queries, suggestions and help with troubleshooting. We can tailor agreements to multiple levels of support, all of which follow ITIL standards. Aigenpulse guarantees a response during business working hours, within 24 hours for all requests, and within 2 hours for high priority requests.
We understand and serve customers with different levels of internal support for their infrastructure. Whether you have a whole team for IT infrastructure or whether this is distributed between locations and people, Aigenpulse can tailor support levels to suit your needs (as outlined below). Please reach out to find out more.
|Hours of Availability||24/7||24/7||24/7|
|Critical Incident Response Time (P1)||1hr||1hr||1hr|
|Major Incident Response Time (P2)||1hr||1hr||1hr|
|High Impact Incident Initial Response Time (P3)||4hr||4hr||4hr|
|Medium / Low Impact Initial Response Time (P4/P5)||1 Business day||1 Business day||1 Business day|
|Weekend Coverage||P1 Only||P1 / P2||All queries|
|Replication across multiple services||Yes||Yes|
|End user support||Yes||Yes|
|Operational management of the servers when
on-premise (private cloud)
|System audits and user access management||Yes|
|Performance monitoring of installed services, server log files,
hard-drive space, data backup and network usage
|Monthly availability and service desk reports||Yes|