Reactive Support Components
Advisory
Advisory services provide a number of hours per month to help resolve queries and questions regarding Fresh.
Incidents
Incidents describes the calls that result in code-based fixes and this service provides logging, triaging and management in-line with agreements.
Service Management
Provides consistent oversight and management of all calls. Service reviews provide insight and reporting on your intranet’s usage.
Service Owner
The service owner is a named individual who is responsible for making sure your calls are managed and resolved to your satisfaction.
Upgrade Handover
Upgrade packages are made available, along with release notes, build guides and other relevant information.
Deployment Support
A technical resource will be available to assist and support your team’s installation of upgrade packages.
SLA’s
Service level agreements can be provided to ensure that calls (queries and incidents) are resolved in-line with the criticality of your solution.
Hours per Month
Each of our support agreements detail a number of hours per month that the advisory service will utilise. Incidents do not reduce this amount.
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