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System-Management
Our Managed Services are aimed at all existing customer who want to benefit from a supplementary guaranteed support level. Genotec AG offers on all products a standard SLA which already covers the basic requirements.
For specific and individual application scenarios, the use of additional levels and services may make sense.
Our System Management options give you the possibility to transfer, according to your needs, part of or the entire administration of your services to our experienced technicians. This encompasses, besides regular maintenance operations (installation and configuration of software, the execution of data backups, etc.), the surveillance of the services and interventions in case of emergencies.
On Demand |
Level 1 |
Level 2 |
Level 3 |
Level 4 |
|
Availability |
24/7 | on weekdays | on weekdays | 24/7 |
24/7 |
| Response time | 24 hours / 1 hour* | 8 hours | 4 hours | 2 hours | 1 hours |
| Cost per month | - | CHF 150.– | CHF 350.– | CHF 1500.– | CHF 3000.– |
| Monitoring included | no | yes | yes | yes | yes |
| Intervention | on request | on request | on request | automatically | automatically |
| Price per hour | CHF 190.– (Mo–Fr, 9 a.m.–5 p.m. ) CHF 290.– (Mo–Fr, 5 p.m.–9 a.m., as wells as Sa and Su) |
CHF 190.– | CHF 170.– | CHF 160.– | CHF 150.– |
| Hours included | - | 2 | 4 | 6 | 8 |
| Minimum lease | - | 3 months | 3 months | 3 months | 3 months |
Definition and explanations
The System Management options (except Management on Demand) are defined by contract and include automatically all services supplied by Genotec AG. If you choose a System Management option, the services supplied are based on the existing standard SLA but also include fixed guaranteed response times as well as, depending on the level, automatic monitoring and intervention.
Management on Demand
The Management on Demand offer is the perfect choice for customers who typically don't need any monthly support services. Thanks to Management on Demand, our technicians are in case need at your disposal even outside office hours. Billing is based on expenses, the minimum is one hour per month. During office hours, you can contact our support team through the fee-based support hotline.
Management Level 1 + 2
Management Level 1 + 2 guarantee the availability of our technicians according to the standard SLA, but with prioritized support and a direct contact person via our free support hotline during business hours. You can also hand over part of the system maintenance tasks (for example updates, maintenance, execution of backups, etc.) to our technicians. Outside opening hours, our emergency standby team is at your disposal at the conditions of Management on Demand.
Management Level 3 + 4
The Management Levela 3 + 4 are based on lower management levels, but allow for the complete transfer of the system maintenance tasks to our team.
Genotec AG guarantees fixed response times even outside office hours and on weekends, if so required with automatic notification and intervention.
Availability
Continue to Hotline
Please note!
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All prices in Euro are excl. VAT
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* If an on-demand order is to be treated within an hour, CHF 190.- (during office hours) or CHF 290.- (outside office hours) will be charged additionally.
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** If you call up our emergency standby service without having concluded a corresponding management contract, you bill be charged at least CHF 290.– .
