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SimNet Quality
Support Services
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Since networks are complicated
and complex structures, they do occasionally have
problems. Unfortunately, a network problem has the
potential to shut down businessoperations.
Resolving network problems is avery high priority,
and SimNet addressessuch problems by offering three
differentlevels of support.
- Ad Hoc Support:
Telephone and modem support is charged by 15
minute increments and client visits are billed
in half day increments. Response time is based
on SimNet consultant availability.
- Standard Support:
Free, unlimited telephone and modem support with
client visits charged a minimum half day, with
hourly billing thereafter. A response time of 8
hours is guaranteed for site visits.
- Intensive Support:
Free, unlimited telephone and modem support
with client visits charged at an hourly rate.
Response time of 4 hours is guaranteed for site
visits.Our support services are aimed at
SimNetNetwork installed networks.
Installed and Pre-existing Networks not
installedSupport by SimNet may be supported
under the same Services for terms and conditions
as detailed above, but SimNet only if the
following conditions are met.
- Full Documentation:
SimNet will produce Networksfull
documentation of the network to be supported, at
the client's expense. This document covers every
aspect of the network and is a valuable piece of
documentation. Approximate time for completion
is from 3-8 days, depending on the complexity of
the network to be documented.
- Other Information
Required by SimNet: The prospective client
should provide SimNet with a breakdown of
network related practices, including backup
schedules, security rules, a list of staff with
supervisor rights, rules for loading network
software onto the server and a list of the
vendors who supplied the hardware to be
supported. A cabling schematic should also be
provided.
- SimNet
Recommendations: The client should consider
implementing recommendations made by SimNet
regarding the day to day running and maintenance
of the network to be supported.
- Changes to the Network:
Any additions made to the network must be
approved by SimNet if support is to be extended
to include these additions.
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