ApexManage Gold

• Apex will use industry-leading tools to monitor the network and systems 24x7, sending alerts and fault conditions to the service desk and the customer (if required)
  
  
  
• The Apex service desk provides a single point of contact to manage hardware and software issues
  
  
  
• The service desk will manage all maintenance, including 3rd parties, and will ensure timely resolution of issues on equipment covered by the contract
  
  
  
• Standard service desk hours are Mon to Fri, 8:00am to 6:00pm (excluding public holidays)
  
  
  
• During service desk hours, the team will report faults to the customer as soon as they happen and automatically invoke fix procedures when a problem occurs
  
  
  
• Critical alerts (Priority 1) out of service desk hours will be sent to an on-call analyst who will diagnose the fault and decide the best course of action. This may include calling out an engineer with replacement hardware or waiting until the next business day for further diagnosis
  
  
  
• Bespoke escalation procedures may be negotiated to suit customer availability (there may not be staff on site to give engineers access to the kit 24x7 for example)
  
  
  
• If required, hardware replacement and engineering resource available.

Other ApexManage Solutions

ApexManage Silver
ApexManage Bronze