Service Levels

GEM Standard

This annual contract provides unlimited access to the GEM monitoring technology. Quantix undertake the installation of the monitoring and manage the platform on a 24x7 basis. The customer will recieve all the customized alerts and have full access to a tailored monitoring dashboard. This contract delivers all the functionality of GEM, but leaves the customer in control of responding to alerts.

GEM Enhanced

All the features of the Standard package, with escalation support ( 8am - 6pm ) to the Quantix accredited support desk. If you wish to escalate any problems relating to the supported technology, under the enhanced contract you can contact the support team for up to 5 incidents per supported device, per annum.

Features

• Response time of 30 mins for Severity 1 Calls
• Full on-line call tracking and historical analysis
• Access to Accredited Consultants
• Problem Escalation to Vendor
• Upgradeable to 24x7x365 service coverage
   

GEM Premium

All the features of the Enhanced Package, plus remote fix time for problem resolution. Subsequent to a call being raised against an incident and subject to the customer’s request, then an accredited consultant will remotely implement the fix. Each device price includes up to 5 hours remote support per annum.

*In circumstances whereby the issue cannot be fixed via remote access then appropriate advice will be given of the steps needed to implement a resolution via telephone support.