Support

Support

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.

Service Levels

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.

Features   Silver   Gold   Platinum  
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  
Phone Support   Yes   Yes   Yes  
Weekend Coverage   P1  Only   P1 / P2   All queries  
 Maintenance Releases   Yes   Yes   Yes  
Replication across multiple services     Yes   Yes  
End user support     Yes   Yes  
Operational management of the servers when
on-premise (private cloud)  
    Yes  
System audits and user access management       Yes  
Performance monitoring of installed services, server log files,
hard-drive space, data backup and network usage 
 
    Yes  
Monthly availability and service desk reports       Yes