Løsninger & Services

MindZet Support services - Process-driven support with same quality 365 days a year
This service will provide the customer prioritized 24x7 support, based on delivering the same quality 365 days a year using a process-driven support-model.

MindZet will ensure that support tickets are maintained throughout the tickets lifetime and MindZet will handle all aspects of the support ticket including escalation processes to MS Premier support or 3rd parties, when needed.MindZet Support services includes that MindZet will:
  • Ensure that customer will be prioritized as a Premier customer in any queues into MindZet

  • Provide access to a Servicedesk that is the single-point-of-contact (SPOC) for any day2day requests or incidents coordination with a guaranteed response-time of max. 15 min by phone

  • Provide access to an online IT service management system for the customer, which offers a self-service portal to create or update tickets.

  • Handle incident classification and start the agreed incident process including the appropriate information to relevant parties

  • Ensure all support tickets are updated with correct status

  • Provide an online view of all customer tickets and their status (dashboard)

  • Follow-up and report on Problem tickets (service #1055 or #1309 is required)

  • On a monthly basis, provide status reports for all support tickets

  • Included reports:
    • #1000-01 - Ticket Summary – Incident tickets categorized after severity (P1-P4)
    • #1000-02 - Ticket Summary – Problem tickets categorized after severity (P1-P4)

    • Monthly problem tickets in case Problem management services is included in the agreement (#1055 or #1309)

    • Incident report with entire history is sent when incident is closed (automatic report in PDF)

Support services delivery method:

  • Support will be delivered by the agreed process & agreed quality every day, 365 days a year (full scalability)

    • All support technicians are able to handle 1st level troubleshooting using information from our ITSM system, Service Level Agreement, work instructions, knowledgebase articles, previous incidents and any customer-provided documentation.
  • Support will be initiated via remote connection by an assigned technician for 1st level general troubleshooting within of 15 min of support request.

  • MindZet will not initiate any actions which adds extra cost to the incident without prior customer acceptance

  • MindZet will provide situation management services