Description
Vision Software's preferential support system guarantees the highest levels of attention to incidents in the market. Vision Software S.A. is a Microsoft Certified Support Center.
Benefits
This service provides the following benefits:
Availability
The failure of the computer services leaves all the equipment that depends upon it out of order. The support services guarantee immediate and professional attention to any incidents.
Scope
Visión Software S.A. offers different support schemes that cover various customer requirements. The following schemes are validated and certified by Microsoft.
Microsoft Certified Core Support
This support is orientated towards the large/medium companies. It consists of a one-year contract, which contains the following fundamental characteristics:
- 20 incidents of telephone support and/or in the Site in Santafé de Bogotá. Each incident corresponds with a specific support problem. These incidents are available till the end of the contract. The attention to the incidents is as follows:
- Telephone attention 7x24. The amount of telephone attention per incident is unlimited.
- Attention from the Site 5x8 in Bogotá. Attention from the site is only available during work hours, but it may be extended into extra hours in order to give continuity. When attention is given from the Site, it is charged in blocks of 8 hours.
- 2 access licenses to the Microsoft Service Desk. This is a service provided by Microsoft through which specialist information for support services can be accessed through the Internet. This access is given to two members of the company and is valid for one year as from the date of signing the contract.
- Subscription to TechNet for one server. This is the source of technical knowledge from Microsoft and is available on CD in monthly deliveries. Installation on one server within the company is permitted for use by the internal support employees and is valid for one year from the date of signing the contract.
- 25 hours of consultancy orientated towards technical support in the areas of improving support processes, implementation of the Helpdesk or securing the platform.
- Technical profile of the account. This is a document that contains the technical profile of the account. It is developed at the beginning of the contract and is updated twice a year.
- Technical Management of the Account. This involves the technical participation of Vision Software who is responsible for the continuation and quality of service given.
Microsoft Certified Primary Support
This support service is orientated to the medium/small companies. It consists of a one-year contract, which contains the following fundamental characteristics:
- 10 support incidents. From these incidents two (2) may be attended in the site in Santafé de Bogotá. Each incident corresponds to a specific support problem. These incidents are available till the end of the contract. The attention to the incidents is as follows:
- Telephone attention 5x8. The amount of telephone attention per incident is unlimited.
- Attention from the Site 5x8 in Bogotá. Attention from the site is only available during work hours, but it may be extended into extra hours in order to give continuity. When attention is given from the Site, it is charged in blocks of 8 hours.
- 1 access license to the Microsoft Service Desk. This is a service provided by Microsoft through which specialist information for support services can be accessed through the Internet. This access is given to one member of the company and is valid for one year as from the date of signing the contract.
- Subscription to TechNet for one server. This is the source of technical knowledge from Microsoft and is available on CD in monthly deliveries. Installation on one server within the company is permitted for use by the internal support employees and is valid for one year from the date of signing the contract.
- 15 hours of consultancy orientated towards technical support in the areas of improving support processes, implementation of the Helpdesk or securing the platform.
- Technical profile of the account. This is a document that contains the technical profile of the account. It is developed at the beginning of the contract and is updated twice a year.
- Technical Management of the Account. This involves the technical participation of Vision Software who is responsible for the continuation and quality of service given.
Microsoft Certified Basic Support
This support service is orientated towards the small company. It consists of a one-year contract, which contains the following fundamental characteristics:
- 5 support incidents for BackOffice. Each incident corresponds to a specific support problem. These incidents are available till the end of the contract. The attention to each incident is as follows:
- Telephone attention 5x8. The telephone attention per incident is unlimited.
- 1 access license to the Microsoft Service Desk. This is a service provided by Microsoft through which specialist information for support services can be accessed through the Internet. This access is given to one member of the company and is valid for one year as from the date of signing the contract.
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