Infrastructure Support

Whenever you contact our Support Services team you can speak immediately to a technical consultant who will expedite a resolution to your problem as quickly as possible.  We have a variety of support packages to suit diverse infrastructure support requirements:

 

Premium Support - Advocacy Alliance (New!)

 

Portal Partnership and IBM are teaming up to offer an exciting new breadth of support service which has previously been inaccessible to customers. Working with IBM we are offering to the market the highest possible levels of technical support for IBM Lotus customer infrastructures which includes proactive management, priority escalation and rapid resolution of business critical support issues.

 

The Advocacy Alliance offering entitles customers to 50 hours (100 in total) of call-off support from both Portal Partnership and IBM senior Lotus engineers for incident escalation or pro-active problem management

 

• Direct access to Premium Support Manager
• Single point of contact into wider IBM support and development organisation
• Builds close relationship with IBM
• Direct access to Level 2 Support
• Pro-active management of technical issues raised with IBM support
• Coordination of multiple, disparate or related issues
• Escalation assistance to ensure high focus on critical issues

• Priority support above standard PA
  

 

We also offer dedicated Portal Partnership support packages:

Assurance Support

 

• Two days per month of included technical support
• SLA driven Problem Management with escalation procedures

• Customer ‘Portal’ for remote logging and monitoring of incidents and service requests

• Detailed monthly reports with call volumes and performance against SLAs

• Inclusive annual infrastructure/server health check

• Monthly utilisation reporting

 

Premium Support

As above but with the following additional components:

 

• Unlimited technical support
• Designated Primary Technical Contact (PTC)
• Remote server monitoring/housekeeping activities
• Inclusive quarterly infrastructure/server health check
• Monthly presentation of Service Improvement Suggestion
• Quarterly service review with support manager
• Submission and ownership of PMRs with IBM on customers behalf
• Optional knowledge transfer of completed support call into customers in-house support team
• Enhanced reporting metrics

• Customisable service levels

 

For more info, please use the link in related info.