Managed Services | Pre-Purchased Support

  • Notwithstanding anything to the contrary contained in this Agreement inq. shall, with effect from Commencement Date, as the case may be, provide the Services during Business Hours.
  • The provision of Services after-hours shall only be provided:
    • When so requested by the Subscriber;
    • On the recommendation of inq., and only if approved by the appointed Technical Contact in advance and in writing; and/or
    • In the event of an emergency.
  • The Parties record, acknowledge and agree that:
    • The primary and secondary channels for all support requests will be electronic (email) and telephonic channels respectively.
    • will endeavor to resolve any support request received from the Technical Contact by providing remote Support Services to the Subscriber. Remote Support Services may include, without limitation, troubleshooting via either the telephone or the RMM Software.
  • In the event that inq. is unable, for whatsoever reason, to resolve the support request remotely within a reasonable time frame, then inq. will, where appropriate and following written approval from the Technical Contact, dispatch a Support Engineer to the Subscriber’s location in order to attend to the request and/or resolve the problem experienced by such end-user(s).
  • Response times vary upon severity level and category of service to be provided which shall be measured as follows:
Measurement Definition Response Times Resolution Times
    Office-hours After-hours Office-hours After-hours
Level 1 Critical 1 hour 2 hours 4 hours 8hours
Level 2 Very High 2 hours 4 hours 12 hours 16 hours
Level 3 High 4 hours 8 hours 16 hours 20 hours
Level 4 Medium / Normal 6 hours 20 hours
Level 5 Low 8 hours 24 hours
Request Request 12 hours 48 hours
  • Onsite Support requests have a NBD (Next Business Day) response SLA and are treated on a first- come, first-served basis. inq.’s on-site team attends to all on-site repairs and troubleshooting for both PC and server related issues, new server installations and desktop preventative maintenance..
  • Once an incident, request or project is logged into the Service Desk Ticketing System, it is allocated the appropriate severity level and category of service. This allocation dictates the manner in which the call’s life- cycle will be addressed.