Services

Technical support

The «Technical Support» service is aimed at providing assistance in solving problems at the stage of operation of the client's information systems located at the Republican platform.

As part of the service, qualified beCloud specialists will help in resolving issues related to administration, monitoring, updating, incidents and problems management:

at the request of the client, the specialists perform settings for the operating system, system and application software;
monitor the significant parameters of the serviced system, analyze the events of the monitoring system and take action if inconsistencies are detected;
inform the client about the release of service packs and software updates, if necessary, provide assistance in installing and applying updates;
assist in the investigation of incidents and problems, provide recommendations for their elimination.

The tariff plans include the possibility of consulting the client's specialists by experienced operator engineers. Discussion of issues can be carried out in the video conferencing mode.

When connecting to the service, the client determines the composition of the software for which technical support will be provided, and the tariff plan with the included number of communications and time for consultations.

Documents

Tariffs

№	Service parameters	Desription	Basic	Standard	Advanced
1. Basic services
1.1.	User requests management	Manages user requests: accepts requests, classifies them, assigns an executor, controls execution and closes the requests	Included	Included	Included
1.2.	System Administrator	Performs User requests related to the administration of the attended system Components: makes changes to the settings of the operating system and application software (described in clause 4.1 of the Agreement).	Included	Included	Included
1.3.	Elimination of incidents	Performs user requests related to Incidents with the Components of the attended system: localizes and diagnoses malfunctions, provides recommendations for elimination or application of temporary solution, and performs the actions aimed at eliminating the incident.	Included	Included	Included
1.4.	Recommendations for service packs installing	At the request of the Users, informs about the release of service packs and updates of software components of the attended system.	Included	Included	Included
1.5.	Software updates	Performs User requests related to the installation of service packs and updates of software components of the attended system: implementation planning, deployment of service packs.	Not included	Included	Included
1.6.	Monitoring	Monitors the state of the Components of the attended system, analyzes events, identifies inconsistencies and provides information to the Client’s responsible persons	Not included	вкл.	вкл.
1.7.	Issues management	Analyzes incidents, monitored events, user actions, etc. in order to identify possible problems. Provides recommendations for resolving detected issues or for minimizing their impact	Not included	Not included	Included
1.8.	System Engineer Consulting	Consults users on the functionality, configurations, capabilities, technical features of the Components of the attended system.	2 hours	4 hours	8hours
2. Tariffication
2.1.	Support working hours		календарный месяц	календарный месяц	календарный месяц
2.2.	Number of requests	Time period when support is available to users	9 x 5 - from 9:00 to 18:00, on weekdays	12 x 5 - from 8:00 to 20:00, on weekdays	12 x 7 - from 8:00 to 20:00, seven days a week
2.3.	Number of simultaneous requests	The total number of requests posted by users during the service period	3	10	30
2.4.	Total time for the requests execution	The number of requests for which the Operator performs work simultaneously	1	2	unlimited
2.5.	Service pack cost	The total number of working hours spent by the Operator on the fulfillment of all the requests during the service period	Up to 10	Up to 20	Up to 40
2.6.	Support working hours	Obligatory payment for the service period	87 BYN*	155 BYN*	656 BYN*

* - the cost is indicated without VAT

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For more information, please contact beCloud sales department:
+375 17 287 11 11;
+375 17 287 11 49;
sales@becloud.by.