×

SUPPORT SERVICE CONTRACT

ITRIS Informatik AG offers support services to cover all support and operational requirements of your IT infrastructure. Customised options mean you receive the ideal service package for your requirements.

Clearly defined performance and planning security at defined costs. Your IT infrastructure is checked daily, billed either according to the amount of work required or at a fixed price. By letting ITRIS Informatik AG operate your IT infrastructure, you can rest assured that your systems environment will be stable, performant and available. Our tailor-made support services are used as the basis and can be supplemented with additional, optional services.

ITRIS support components

From your own IT – supported by selected ITRIS services – to outsourcing.

 

 

 

 

 

 

 

 

 

Basic Service

Times available
Mon–Fri 07:00 am – 5:30 pm
(excl. public holidays at ITRIS Spreitenbach)

Leistungen
Troubleshooting by ITRIS service organisation (1st level to 3rd level, manufacturer)
«Single Point of Contact» (Service Desk) for support cases and triaging for existing partners
Defined intervention times
Standardised ITIL processes (incident, problem and change management)
Transparent communication regarding the ticket status for changes
System documentation maintenance

 

Emergency Changes
As soon as possible. Depending on the risk and the client’s maintenance window..

 

Optional Services

Only in combination with a support contract.

Pikett Support
Support in case of incidents (24/7) as a supplement to the support service contract
On-site support if technically necessary
Clear cost control thanks to needs-based operations

Times available (24/7):
Mon–Fri 5:30 pm–07:00 am, Sat–Sun 24h
(incl. public holidays at ITRIS Spreitenbach

Response an intervention times:
Response time (incident): qualified response to client from on-call staff (SLA   1h)
• 
Intervention time (incidents): latest start for troubleshooting (SLA 2h)

On-Site Support
Support and assistance with operating the IT infrastructure, so you can focus on your core competencies. This can be provided on a half-day or full-day basis.

Patch Management Services
Current release levels guarantee added security and ensure manufacturer support is available. Vulnerabilities are patched promptly and threats are reduced.

Service Management – SM@ITRIS
Ensuring IT operation
Continual improvement of IT services
Control and monitoring of IT processes
Reporting (IT-Services)
Service delivery meetings

Monitoring
Prevention through early detection of possible incidents: Action rather than reaction. Increased 24/7 availability and operational security (requires on-call service).

TOP