Elevate Your Operations with Proactive Managed Services! Experience seamless operations and focus on growth while we manage your technology landscape. Our Managed Services empower your business with a dedicated team that ensures stability, security, and continuous optimization. From routine maintenance to strategic guidance, we've got you covered, so you can innovate with confidence.
In today's interconnected world, your business operations can't afford downtime or delays. That's why our Managed Services contract includes 24/5 support - a commitment to provide you with guidance, assistance, and solutions whenever you need them, ensuring your business runs smoothly around the clock, five days a week.
Whether it's a technical glitch or a critical issue, our dedicated support team is just a call or message away, ready to swiftly address your concerns and find effective solutions.
With 24/5 support, you can avoid prolonged disruptions to your operations. We understand the value of your time and work diligently to resolve issues promptly.
No matter your timezone, you can rest easy knowing that our experts are available to support you. This consistent availability eliminates uncertainty and ensures a reliable safety net.
Our support doesn't wait for issues to arise - we proactively monitor your systems to detect and address potential problems before they impact your business.
Beyond immediate problem-solving, our 24/5 support is also focused on enhancing your systems over time, optimizing performance, and adapting to your evolving needs.
Discover the Perfect Fit: Choose from Basic, Prime, Gold, and Platinum Options
| Features/Plans | Standard | Basic | Prime | Gold | Platinum |
|---|---|---|---|---|---|
| No. of first level support tickets for
users per month (No carryforward of unutilized tickets to next month) |
Not applicable | 10 | 20 | 20 | 25 |
| Mandatory tickets utilized for support activities by xSuite Team (Not for customer use) | Not applicable | 17 | 65 | 65 | 65 |
| Standard Support timings | 9:00 - 18:00 | 9:00 - 18:00 | 9:00 - 18:00 | 9:00 - 18:00 | 9:00 - 18:00 |
| Response time |
High: 4 working Hrs. Medium: 8 working Hrs. Low: 24 working Hrs. | 4 Hrs | 4 Hrs | 4 Hrs | 4 Hrs |
| Reporting / Documentations | Standard | Basic | Prime | Gold | Platinum |
| Ticket Utilization report each ticket status via email | - | Weekly once | Weekly once | Weekly once | Weekly once |
| Weekly Meeting with Client to provide status | - | - |
|
|
|
| Bi-Monthly Meeting with Client to provide ticket status | - |
|
- | - | - |
| Resolution documents for 1st level tickets under managed service | Not applicable | - |
|
|
|
| Share WMD Standard user guide and manual (if available) |
|
|
|
|
|
| Health check of WMD Solution | Standard | Basic | Prime | Gold | Platinum |
| Daily OCR Server Monitor (Status monitor, Queue, etc) | Raise CR | - |
|
|
|
| Twice a week OCR Server Monitor (Status monitor, Queue, etc) | Raise CR | - | - | - | - |
| Weekly Once OCR Server Monitor ( Status monitor, Queue, etc) | Raise CR |
|
- | - | - |
| Half yearly system health check | Raise CR | - |
|
|
|
| Yearly system health check | Raise CR |
|
- | - | - |
| OCR Server DB, Log Monitoring | Raise CR |
|
|
|
|
| Automated Monitoring Tool (24/7) with email notification (only for xSuite team use) | Raise CR | - | - |
|
|
| License Check/Monitoring (OCR & SAP) | Raise a Ticket | Monthly | Monthly | Monthly | Monthly |
| WMD Cont.rep. monitor ( if Cont.rep setup/deployed by WMD) | Raise CR | - |
|
|
|
| OCR - Tickets scope | Standard | Basic | Prime | Gold | Platinum |
| Bug in xSuite Products | Raise a Ticket | Raise a Ticket | Raise a Ticket | Raise a Ticket | Raise a Ticket |
| Only license has failed due to hardware changes/some issue | Raise a Ticket | Raise a Ticket | Raise a Ticket | Raise a Ticket | Raise a Ticket |
| User queries related to scan clients, documents in XI status, emails not received, etc | Raise CR | Raise a Ticket | Raise a Ticket | Raise a Ticket | Raise a Ticket |
| Raise of ticket from end users/ how to questions | Raise CR | Raise a Ticket | Raise a Ticket | Raise a Ticket | Raise a Ticket |
| Attending user queries related to xFlow | Raise CR | Raise a Ticket | Raise a Ticket | Raise a Ticket | Raise a Ticket |
| SAP - Tickets scope | Standard | Basic | Prime | Gold | Platinum |
| Bug in xSuite Products | Raise a Ticket | Raise a Ticket | Raise a Ticket | Raise a Ticket | Raise a Ticket |
| Only license has failed due to hardware changes/some issue | Raise a Ticket | Raise a Ticket | Raise a Ticket | Raise a Ticket | Raise a Ticket |
| Raise of ticket from end users/ how to questions | Raise CR as it out of scope | Raise a Ticket | Raise a Ticket | Raise a Ticket | Raise a Ticket |
| Attending user queries related to xFlow | Raise CR for Admin Training | Raise a Ticket | Raise a Ticket | Raise a Ticket | Raise a Ticket |
| User administration maintanence within xFlow | Raise CR for Admin Training | Raise a Ticket | Raise a Ticket | Raise a Ticket | Raise a Ticket |
| Release table maintanence | Raise CR for Admin Training | Raise a Ticket | Raise a Ticket | Raise a Ticket | Raise a Ticket |
| Cockpit user administration simulation | Raise CR for Admin Training | Raise a Ticket | Raise a Ticket | Raise a Ticket | Raise a Ticket |
| Email escalation and Email notification | Raise CR for Admin Training | Raise a Ticket | Raise a Ticket | Raise a Ticket | Raise a Ticket |
| EBatch job scheduling | Raise CR for Admin Training | Raise a Ticket | Raise a Ticket | Raise a Ticket | Raise a Ticket |
| Out of Scope topics | Standard | Basic | Prime | Gold | Platinum |
| Training to the New Key-users | Raise CR | Raise CR | Raise CR | Raise CR | Raise CR |
| Preparing client specific user manuals &documentation | Raise CR | Raise CR | Raise CR | Raise CR | Raise CR |
| SAP Config & Coding Changes | Raise CR | Raise CR | Raise CR | Raise CR | Raise CR |
| Changes to OCR Configuration | Raise CR | Raise CR | Raise CR | Raise CR | Raise CR |
| Improvement to OCR Recognisation | Raise CR | Raise CR | Raise CR | Raise CR | Raise CR |
| Change of SAP Solution | Raise CR | Raise CR | Raise CR | Raise CR | Raise CR |
| Upgrade of xSuite Versions in SAP or OCR (Software is free) | Raise CR | Raise CR | Raise CR | Raise CR | Raise CR |
| New company rollouts | Raise CR | Raise CR | Raise CR | Raise CR | Raise CR |
| Windows patch in server and xSuite Team support is needed | Raise CR | Raise CR | Raise CR | Raise CR | Raise CR |
Ready to take your business to new heights of efficiency, security, and innovation? Our Managed Services are designed to cater to your unique requirements. Request a quotation today and let us tailor a comprehensive solution that aligns perfectly with your business goals. Experience the peace of mind that comes with a dedicated support partner, proactive maintenance, and strategic guidance. Your success is our priority - let's make it happen together.