• Backup & Recovery
• Email Solutions
• Desktop Deployment
• Infrastructure Services
• IT Assessments
• Preferred Support Plan
• Network Security
• Sales & Service
• Storage Area Network
• Software Development
• System Integration
• Virtualization
• VOIP
• Wireless Services
• Home

Preferred Support Plan

Prismworks Technology devised the Preferred Support Plan (PSP) in the interest of providing first-level support for our customers. Our team of engineers offers high level application and server administration, maintenance, and troubleshooting. We can act as a compliment to internal IT staff; we can ensure systems operate at their highest level. There are three levels of support available:

Full Administration PSP

Prismworks Technology takes full responsibility and provides comprehensive administration. This covers proactive tasks, preventive maintenance, as well as first-response trouble ticketing. Pricing is on a monthly flat fee basis; you choose the items you want covered from the list below:

• Directory
• Messaging
• Backup and Restore
• Wireless and Network Infrastructure
• General Server Support
• Client Patching
• Server Virtualization Infrastructure
• Client Security
• Content Filtering

Escalation

Escalation is available to customers that administer systems internally, but require help with technically complex issues and maintenance. Categories are identical to those listed for the PSP, with administration tasks removed. The customer is responsible for system administration. Prismworks will provide monitoring and maintenance service. Technical support items that cannot be resolved internally will be escalated to Prismworks support. Pricing for escalation is structured on a flat fee basis.

Escalation Per Incident

Escalation per incident is for customers in need of basic support services. Prismworks is available strictly as a high level resource to assist in technical support. Monitoring software is installed for selected applications for customer use. You have access to the Prismworks help desk and engineer team. Categories are identical to those listed for the PSP, with administration and maintenance tasks removed. Incidents that cannot be resolved internally will be escalated to Prismworks support. Requires a monthly administrative fee. Prismworks support is billed by time needed to resolve the issue.