Managed Support
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OmniData's managed support offers Bronze, Silver, and Gold level plans, each with different hours and services. (Retainer or 12-month terms)
- Bronze Level Support: 50 hours per month, includes unlimited technical support with a 2-hour response time. Support hours can be used for solution support, training, and solution architecture and development.
- Silver Level Support: 70 hours per month, includes unlimited technical support with a 2-hour response time. Support hours can be used for solution support, training, and solution architecture and development.
- Gold Level Support: 100 hours per month, includes unlimited technical support with a 2-hour response time. Support hours can be used for solution support, training, and solution architecture and development
Support requests are classified by severity (A to D) with specific response times ranging from 2 to 24 hours.
To ensure that your environment remains operational, the standard monthly allocation of support hours is divided to keep some hours available specifically for support. During the mid-month support review, a portion of these hours can then be dedicated to other improvement and support tasks, including:
- Ongoing enhancements of existing solution(s)
- Expansion of data models
- Building new reports
Project Management and Communication
As part of the managed support plan, our project managers will engage in the scheduling of check-ins and issue prioritization sessions. Additionally, a monthly status report providing details of the hours utilized and the tasks accomplished, including:
- Monthly Budget Breakdown
- Accomplishments Summary
- Planned work for next period
- Critical Issues/Risks
OmniData is a Certified Microsoft Delivery Partner