Trusted support for your intranet
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1 Trusted support for your intranet
2 Trusted support for your intranet A t Interact, we understand your intranet is a crucial part of your business. experienced Support Team provides enterprise-class service and offers a wide range of service levels to match your business needs. trusted Service Desk offers all our customers: Contents Community access Online logging / tracking Minimum 12 updates per year 3 Additional Services* 4 Testimonials 5 Support Feature Comparison 6 Observed Holidays 7 Customer Enhancement Forum Interact University response / reply Phone support Five named contacts Interact offers 3 levels of support depending on your needs. Silver Gold Platinum standard support package offering for all customers. extended support package, offering out of hours support Monday to Friday. ultimate support package, offering extended hours and emergency hotline support. 2 3
3 Additional Services* Lifetime Services An intranet project doesn t end at go Interact offers a variety of Lifetime live. To get the most value out of your Services to ensure your postlaunch intranet, it needs to continually evolve site is a continued success in the years with the objectives of your business. to come. Keeping our intranet up and running smoothly is imperative to our staff. Knowing that responsibility is in the hands of the Interact Service Desk is a great weight off our minds. The staff are always helpful, efficient and thorough in resolving any issues that may crop up. Their level of customer service is second-to-none". Ricky Sickelmore, Stagecoach Refresher Training Whether your users need a refresher, or your new starters need to get up to speed, our refresher training provides just that. Creative Branding experienced designers have be available to build new (or update delivered hundreds of designs for existing) branded themes successful and award-winning when needed. intranets. Interact s creative team will * Additional Services incur additional charges and are priced according to requirements Interact does customer service really well. The company reminds me of the Total Customer Focus values that Sheetz has. Interact is extremely responsive to provide a solution to any issue we are having, even as far up as the CEO - which is outstanding! Michele Delaney, Sheetz 4 5
4 Support Feature Comparison Observed Holidays Silver Gold Platinum* Features Silver Gold Platinum Americas Software updates (at least 12 per year) Community access Martin Luther King Day Presidents Day Interact University Independence Day Customer Enhancement Forum Labor Day response / reply Columbus Day Veterans Day Office hours support * 9:00 AM to 5:00 PM GMT / 9:00 AM to 5:00 PM ET (excluding observed Public Holidays) Thanksgiving Day Online ticket logging & tracking UK & Rest of World 5 Named support contacts Good Friday Easter Monday Phone support Early May Bank Holiday Extended hours support ** 1:30 AM to 5:00 PM ET / 6:30 AM to 10:00 PM GMT (excluding observed Public Holidays) Summer Bank Holiday Emergency 24/7/365 Hotline *** Boxing Day Extended named support contact Response times targets (hours) (P1, P2, P3, P4)* Target resolution times (hours) (P1, P2, P3, P4)* 1 / 2 / 24 / 48.5 / 1 / 4 / 8.5 /.5 / 2 / 4 4 / 48 / 120 / / 24 / 48 / / 4 / 24 / 48 Gold and Platinum Service Desk will be closed on /. * Emergency 24/7/365 Hotline available for critical issues. * Support is strictly only provided in the closest associated timezone. **Support is provided across all timezones for all customers. *** Time is based on calendar hours. 6 7
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