Levels
DSS provide a total support solution addressing hardware maintenance and software systems support. This is a total desktop and server support service aimed at maintaining high levels of availability for a corporate IT infrastructure.
Service levels for support contracts are tailored to suit customers own support needs, ranging from typical business hours (i.e 9am to 5.30pm, Monday - Friday), right up to and including 24 hrs x 7 days x 365 days a year. Additionally, response times on contracts vary depending on the business critical nature of the equipment held but ranges from a 2-hour on-site response to an 8-hour on-site response.
Regular client review meetings form part of all maintenance contract and will address such areas as call statistics, call status metrics, feedback and trend analysis information that can provide a basis for eliminating many problems.