Service levels description
|
SERVICE / LEVEL |
COMPLEX |
EXTENDED |
STANDARD |
|---|---|---|---|
| Remote support | ✔ |
✔ |
✔ |
| Incident support |
✔ |
✔ |
✔ |
| Planned Maintenance |
✔ |
✔ |
✔* |
| Change management |
✔ |
✔ |
|
| Technical monitoring |
✔ |
||
| Consulting services | Available upon request | ||
______________
*planned maintenance under Standard support is available for engineering and physical security systems.
Remote support
Consulting allows Customers to obtain expert consultation on various technical questions:
- System administration
- Configuration options
- Hardware and software installation and setup
|
Available methods |
phone, email |
|
Consulting limits: |
unlimited |
|
Service hours, UTC +5
|
|
|
Reaction time
|
|
Incident support
Encompasses various measures related to IT-infrastructure repair and maintenance:
- Hardware and Software diagnostics
- Connection repairs, mechanical damage repairs
- Equipment repair or replacement
- Software maintenance
- Lab work for failure simulation
- Post-repair system testing and configuration
|
Available methods
|
on-site, remote access |
|
Service hours, UTC +5
|
|
|
Reaction time
|
|
|
Restoration time |
individual |
Available options include spare parts storage for quick replacement and RMA service.
Planned maintenance
This service includes scheduled maintenance and diagnostics for supported IT and engineering systems:
- Cleaning service
- Log collection and analysis
- Configuration backups
- Proactive equipment diagnostics for failure preconditions and normal wear
- Expendable materials replacement
- Updates (for software products)
|
Available methods |
remote access, on-site |
|
Service hours, UTC +5
|
8х5, 9:30 to 18:30 on business days in accordance |
Change management
This service covers planned and unplanned change management concerning current system configuration:
- Config changes implementation
- Security policy changes implementation
- Software updates installation
- Customer-implemented changes analysis
|
Service Time, UTC +5 |
|
Technical monitoring
This service allows real-time IT and engineering infrastructure monitoring using specialized hardware and software tools:
- Real-time incident information collection
- Alarms for Customer and USSC engineering staff
- Automated service request generation to decrease infrastructure downtime
Consulting services
This service is provided on demand for Customers with Individual support plans.
Consulting can help with strategic IT-development questions as well as ongoing system and hardware upgrades.
We offer on-site consulting services for Customer management and engineering staff and participate in various workgroups and meetings as external experts.
USSC can design new or update existing system documentation, streamlining infrastructure maintenance.
Custom training courses for Customer staff, that cover implemented systems are available for both hands-on and remote training.