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Support options

When you partner with us, we ensure that you get fast access to technical experts that know and understand your unique environment.

Whenever you contact our Support Centre you can speak immediately to a technical consultant who will expedite a resolution to your problem as quickly as possible.

 

Assurance Support

This involves:

  • Remote Telephone Support between 8:30am and 6:00pm for IBM server software environments
  • 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

  • Annual Free infrastructure/server health check

Premium Support

As above but with the following additional components:

  • Extended technical support hours
  • Enhanced reporting metrics and customisations
  • IBM server monitoring/housekeeping activities
  • 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

A 24x7 Support service is also available.

How can we help you?

If you'd like more information about Portal Partnership and how we can help you to get maximum value from your IT investments:

 

Telephone us on 01344 386000

 

Email us at marketing@portalpartnership.com

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