Simple Innovation Associates provides core office hour’s telephone support service (0900-17:30) (UK Time) with a 4 hour response time. Support requirements can be tailored to your needs and we are able to support the a range of Microsoft products and technologies. Support calls may also be logged and tracked through our web based fault tracking system. Each issue is assigned a unique number with which to track its progress, and assigned an agreed priority level to determine its severity.
Level 1 Failure of a critical piece of core business functionality with no acceptable workaround.
Level 2 Failure of a critical piece of core business functionality with an acceptable workaround.
Level 3 Failure of a non-critical piece of core business functionality.
Reports on logged support issues can be generated to an agreed SLA to provide management with visibility on a range of statistics.