AlphaMosaïk offers a specialized support service (Level II and III), which is guaranteed by an intervention SLA and which focuses on Microsoft and K2's infrastructure and collaboration solutions. The time granted in the support contract can be non exhaustively used for then following tasks: - Incident management and emergency support (Web, telephone and e-mail)
- Technical resolution by phone, remote access or on site
- Validation of the system logs
- Optimization of the platform (performance)
- Preventive maintenance
- Level II and III support and transfer of knowledge
- Documentation and additions to the client's customized knowledge base
- Access to a secure workspace to centralize the exchanges between AlphaMosaïk and the client.
- Intervention upon alert of our remote supervision service.
The basic support service is offered during business hours, from 8am to 5pm, Monday through Friday or 24h/7. AlphaMosaïk support is offered to the local support service of the client. Our support service is offered in English and French.