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Gold Support Plan

SoftRoots Gold Support Description (Maintenance Contract)

The Gold Support service plan is one that offers the most comprehensive list of services to meet the demanding needs of your business. This plan is based on a maintenance agreement, which is a semi-custom service agreement that can include options like scheduled maintenance (weekly, bi-weekly or monthly), immediate service, after-hours service, telephone support, and reduced rates on all consulting/design/development services. This maintenance contract allows for a company to keep their systems running efficiently and trouble-free, and provides your business with all the technical IT resources that it may need.

Gold Support services offer a wide-range of features that enable you to effectively utilize the technical resources at SoftRoots to maintain your IT environment. In addition to all the features listed below, SoftRoots' maintenance service plans are designed to be flexible, and can be customized to support the IT services that you may need.

No.
Gold Support Service Features
Incl
1
 
Unlimited Web-Based and Email Requests (providing quick access to technical resources)
Yes
 
2
 
Troubleshooting & Problem Resolution (for your business supported HW/SW)
Yes
 
3
 
IT Consulting Services (all the technical advice you need - when you need it)
Yes
 
4
 
Network and Device Support (for your entire business environment)
Yes
 
5
 
Server and Workstation Support (preventive maintenance and optimization)
Yes
 
6
 
Desktop and End-User Support (reliable professional and technical support)
Yes
 
7
 
HW/SW Configuration and Upgrades (scheduled services for your IT environment)
Yes
 
8
 
Platform Migration (Windows, Linux, UNIX) (for business applications and/or data repositories)
Yes
 
9
 
OS Security Patches and Updates (scheduled services for your IT environment)
Yes
 
10
 
Setup Secure Access (SSL) (supporting all platforms and Web Servers)
Yes
 
11
 
Stopping Pop-Ups (stopping and/or controlling all pop-ups throughout your LAN environment)
Yes
 
12
 
Virus Removal and Protection (guarding your systems and your IT investment)
Yes
 
13
 
Removal of Adware/Spyware (protecting your business and your users privacy)
Yes
 
14
 
Spam Control (control of spam)
Yes
 
15
 
Data Backup and Restoration Services (using customer hardware and software)
Yes
 
16
 
Oracle Database Services Reduced Rates* (20% discount for database design & development)
Yes
 
17
 
Individual/Group Training Sessions (support for training your in-house IT resources)
Yes
 
18
 
Call-Out Response Services (see Initial Response Time and severity level below)
Yes
 
19
 
System and Network Administration (on-site and off-site administration support)
Yes
 
20
 
Database Administration (ensure data reliability & end-user support with professional DBA services)
Yes
 
21
 
System and Network Remote Monitoring (secure monitoring and quick dispatch to resolve issues)
Yes
 
22
 
Monthly Activity Status Reporting (professional looking reports and charts)
Yes
 
23
 
Design & Development Reduced Rates* (20% discount for all application/Web activities)
Yes
 
24
 
Designated Liaison on All Customer Issues (support for direct access in addressing issues)
Yes
 
25
 
Telephone Support Requests (access to level-1 technical support)
Yes
 
26
 
24/7 Telephone Support (Helpdesk technician available to address your real IT needs)
Yes
 
27
 
Administrative Tools (support for automating administrative processes in your environment)
Yes
 
28
 
Hours of Operation (can accommodate flexible times and also be extended to 7x24 support)
24x5
Mon-Fri
29
 
Initial Response Time (keeping your business systems & network up and running successfully)
Per
Severity**
Additional services & custom configurations available upon request.

* Reduced rates (20% discount from standard rates) apply to those activities or projects associated with the client's business that involve design & development for software applications, the Web, and/or databases. The specific Maintenance Support Service Plan must be active when the activity/project is initiated, and the plan must remain in force throughout the duration of the activity/project for the discounted rates to apply.

** Severity response time definitions are defined below:

  • Severity1 (4 hours) - Network down or system crash
  • Severity2 (6 hours) - Inability to access information
  • Severity3 (8 hours) - Configuration issues preventing operational use
  • Severity4 (16 hours) - All other call-out response services
Get the Precise Level of Support You Need

Choose from three different kinds of service plans - view the Maintenance Support Feature Matrix. SoftRoots supports customizing your Maintenance Service Plan specifically to address the needs and concerns of your business. Additionally, to ensure that you receive the technical support you need - when you need it, SoftRoots offers various Technical Support Options including:

  • 7x24 phone support
  • Weekend Support
  • Assigned Technical Support Account Manager
  • Dedicated Technical Support Engineer

Contact a SoftRoots Sales Representative for Additional Information.