Support Services
Support Services
Top Quality Technical and User Support
Rely on Evozon with confidence for convenient, professional, around the clock and competitively priced technical support for any of your technology products. We provide first to third line support to solve problems of any severity, according to the Service Level Agreements (SLA) agreed upon. We support absolutely everything above the hardware; operating systems, networking, application servers, applications, databases, related services and security.
Support SLA levels
The response and resolution times for different issues severity levels are agreed in SLA.
Our first line of support:
- Accurately capturing information;
- Issue diagnosis;
- Basic troubleshooting;
- Answering all How do I questions.
Second line of support:
- Problem reproduction;
- Advanced technical troubleshooting;
- Remote access to investigate problem machines;
- Resolution issues raised by first line support.
The third line of support only gets involved for issues escalated from 2nd line due to complexity or skills & resources required to resolve. Our third line of support is responsible for:
- Final resolution of technical problems;
- Research and development solutions that can prevent and/or fix new issues;
- Provide, analyze, test and implement more solutions to complex issues.
Our support technicians investigate and fix issues reported by different means:
- by phone;
- by email;
- by customers’ system;
- by our own system;
Remote System Admin
Let our highly experienced and qualified system engineers take the system administration tasks out of your way, allowing you to focus on mission critical issues. Paul, ‘out to lunch’, who is mentioned in the quote below is normally seated in the empty chair above.
Evozon offers a wide set of customized remote server administration services that fit your business. If you are looking for one-time services or long-term contracts we can provide you the optimal solution at high quality standards. We understand that each project is different and based on our expertise we can guarantee that the most qualified person for this job is assigned.
Our remote administration plans include:
- Web, Database and Application servers management, monitoring and deployment
- Linux and Microsoft Windows servers management both virtual and physical
- Design and configure architecture for scalable and high availability web applications