ON-SITE SUPPORTS
ON-SITE SUPPORTS


Infowhiz offers our partners and customers the flexibility to choose between 5 level of global technical support service including:

  • Basic Support
  • Silver Support
  • Gold Support
  • Platinum Support
  • Diamond Support

Each service level presents different options for Support availability, response time, and various other Support options.

The following table provides an overview of the different options available with each support level:

Descriptions Basic Silver Gold Platinum Diamond
Validity 3-Months 6-Months 1 Year 1 Year 1 Year
Incidents 3 6 12 Unlimited Residential Engineer (Outsourcing)
Coverage Standard Standard Extended Extended
Preventive Maintenance NO NO YES YES
Customer Review Session YES YES YES YES
Phone / Email Support Unlimited Unlimited Unlimited Unlimited
Technology Update NO NO Once a year Once a year
Unused Incident Carry Forward (UICF) YES YES NA NA
Unused Incident Exchange Program (UIEP) NA NA YES NA

Standard Coverage  
*Incident Management: 8x5 (4H Respond Time)
**Operation Management:
Subject to availability of Resources
***Change Management Subject to availability of Resources

Extended Coverage  
*Incident Management: 24x7 (4H Respond Time)
**Operation Management:
Subject to availability of Resources
***Change Management Subject to availability of Resources