Tier Service Program : This program offers bundled service packages to meet the needs of your IT environment. They are competitively priced to the desired service level.
Tier 1 :      This program is designed for the customer who desires total service. The cost to hire one IT professional with the skill set required to maintain an IT environment is approximately $60K per year . The alternative is to outsource this work to Micro Symplex at a cost savings of 30%-50% per year while maintaining and often improving the service and security level. Customers receive unlimited telephone support.
Tier 2 :   This program is designed for customers who prefer to self manage their on-site infrastructure and who do not have a need for managed services.  They do require maintenance services on their server and workstation environments.  Their environment is usually large and often has a large network.  Customer will receive unlimited telephone support.
Tier 3 : This program is designed for those customers that are self reliant and only require maintenance of their server environment. Pricing is determined based on the number and the age of the servers supported. Customers may also utilize the Micro Symplex Hotline for any server related support required.

Supplemental Workforce Program : This program is designed to provide technical expertise in support of an existing customer Information Technology organization. Micro Symplex offers support resources on an ongoing basis to supplement an existing workforce; weekend or evening coverage, vacation or holiday coverage, special project or simply to perform defined work on an ongoing basis. The ability to have a flexible workforce with the level of technical expertise that Micro Symplex offers provides significant cost savings to organizations that have this requirement.

Per Call Services : For those customers who require services not included in the Silver or Bronze programs or who are not ready for a service program, we offer service on a per call basis. We charge on an hourly basis with a one hour minimum for the first hour or part thereof per call.

Unbundled Service Offerings : Each of the major service offerings within the Tier Service Program can be purchased on an individual basis. While the costs are higher than the bundled offerings, some customers may only require a specific offering.

  1. Product Maintenance
  2. On-Site Infrastructure Administration
  3. Remote Maintenance and Support
Telephone Support : Telephone and hotline support can be purchased for any Workstation, Network, Printer, or Server related problem. The Micro Symplex Hotline is available Monday thru Friday from 9am-5pm.
 
X = Standard   O = Optional
Service Offering Details Tier 1 Tier 2 Tier 3
Product Maintenance
Provide parts and labor Micro Symplex installed servers X X X
Provide labor only, non Micro Symplex installed servers X O O
Provide parts and labor Micro Symplex installed workstations X O O
Provide warranty parts for Micro Symplex installed W/S N/A X X
Provide labor only, non Micro Symplex installed workstations X O O
Provide parts and labor routers/switches X O O
 
On-site Infrastructure Administration
Verify back up tape process X O  
Check system logs for error recognition X O  
Monitor server utilization X O  
Install Microsoft security updates
Install Microsoft security updates for all workstations 		X
X		 X
X		 X
X
Install application software updates (Service Packs) X O  
Interface with application vendor for trouble shooting X O  
IT infrastructure maintenance/upgrade planning X X X
 
Remote Maintenance and Support
Provide phone support for end users X X  
Provide hotline support X X X
Provide user administration (add-remove users, email) X X  
 
Managed Services
Monitor and report Network outrages X O O
Monitor WAN and Internet Network connections X O O
Install Network monitoring application X O O
Monitor Network usage X O O
Monitor Specified Server functions and services X O O
 
Technical Training @ Micro Symplex Training Center
18 hours Microsoft applications X    
12 hours Microsoft applications   X  
6 hours Microsoft applications     X
 
Response Time
Telephone response (M-F 8AM-5PM) X X X
On-site, System down, Engineer on site with 2 Business hours
On-site, System down, Engineer on site with 4 Business Hours 		X
O 		O
X 		O
X
Non-Critical response -with 8 business hours X X  
Non-Critical response -with 2 business days     X
 
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