Service Overview
At the heart of every Layer8
support contract is a team
that understands your infrastructure.
Your benefit is having access
to experts not only in the
leading technologies, but
ones that understand your
systems and their importance
to your business.
Your Layer8
team, supported by our collaborative
network of skilled engineers,
will identify the root cause
of the problem and work with
you and your vendors to resolve
them. In addition, Layer8
works with you to recommend
best practices to improve
your infrastructure - taking
into consideration both financial
and technical criteria.
Our standard Preferred Client
Support Plans include the
following services:
Platinum Support
-
Monthly Network Architecture
Assessment
-
Eighty hour monthly allowance
for proactive support per
month
-
Unlimited email support
-
Unlimited phone support
-
Unlimited remote network
support via VPN or remote
control software
-
Four hour response time
on critical network incidents
-
Next business day response
on all network incidents
-
20% discount on hourly rates
beyond monthly allowance
-
Quarterly Network Architecture
Assessment
-
Sixteen hour monthly allowance
for proactive support
-
Unlimited email support
for incidents
-
Unlimited phone support
-
Remote network support via
VPN or remote control software
(up to 5 per month)
-
Next business day response
on all network incidents
-
10% discount on hourly rates
beyond monthly allowance
-
Yearly Network Architecture
Assessment
-
Four hour monthly allowance
for proactive support
-
Unlimited email support
for incidents
-
Free phone support for first
incident per month
-
Remote network support via
VPN or remote control software
(1 per month)
-
Two business day response
time for routine support
-
Next business day emergency
response
-
5% discount on hourly rates
beyond monthly allowance
Custom Support
Plans
Layer8 recognizes
that no two networks are the
same so we also offer flexible
support plans to meet your
needs. We welcome the opportunity
to team you with our consultants
to craft the best possible
plan for your enterprise.
Network Architecture Assessment
Regular network assessments
are an integral component
of Layer8's
Support Programs. They ensure
that the Layer8
resources assigned to your
account understand your infrastructure
and can quickly resolve issues
as they arise. They also serve
to identify and potentially
correct deficiencies in your
architecture before they impact
your business.
Our assessments provide:
-
Automated discovery of network
components
-
Connectivity diagram of
local network and WAN connectivity
including Internet
-
Documentation of IP address
scheme and conventions
-
Baseline of network traffic
types and volumes
-
Inventory of network components
-
Overall security review
for local environment
-
Security review of network
components
-
Hard-copy of final assessment
report
-
All documentation (including
reports, log and config
files) provided on CD-ROM
-
Recommendations for maximizing
network potential
-
Suggestions for proactive
monitoring tools
Service Details
Layer8 will respond to email
issues within one business
day. We will work as quickly
as possible and with the best
available resources to address
your issue.
Telephone support is defined
as thirty minutes per incident.
Support calls exceeding thirty
minutes may be handled using
the monthly support allowance
or will be subject to hourly
rates as defined in the agreement.
Remote support is defined
as thirty minutes per incident.
Support incidents exceeding
thirty minutes may be handled
using the monthly support
allowance or will be subject
to hourly rates as defined
in the agreement.
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