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Non-Scheduled On-Demand Service

Non-scheduled service is a type of insurance policy for the small business customer. The Small Business Server 2000 integrated products and the scheduled remote and onsite maintenance services will handle the majority of support issues, but the small business customer still needs to have a solution to cover the emergency or time sensitive technical service requirements for their business.

We can meet those needs by providing our customer's an opportunity to subscribe to Non-Scheduled On-Demand Service.  This service could offer different billing rates weighted by how urgently the customer requires the services. The faster the service is required, the higher the rate; the slower the service requirements, the lower the rate.

The types of possible Non-scheduled On-Demand Service levels are as follows:

Capability 1

              Emergency, Priority Service

           Emergency, Priority Service means immediate support. We will provide time-based billing levels to deliver  this service requirement.  Communicate very clearly how soon the customer’s technical resource will be able to arrive at their site. This will depend on the time of day, the type of issue, distance to the client’s site, and required technical expertise. The technical issues may be resolved remotely using WTS and MMC services in Small Business Server 2000,2003

 

Capability 2

Remote, Priority Service

This service, under the non-scheduled service component, offers the technology provider the opportunity to bill for services outside of the scope of the scheduled services, or to bill for emergency calls that are resolved remotely.  This provides a benefit in service and cost to the small business customer, and also provides you with the opportunity to allocate resources effectively to meet your customer’s expectations.

 

Capability 3

Two Day, Priority Service

The Two Day Service is designed to handle the non-emergency but urgent requests a customer may have. These typically would be calls that must be handled within two days but do not need immediate support (Emergency, Priority Service). The interesting shift in the service model is that the customer should make the determination of when they feel that these resources are needed. The Two Day Priority Service would typically cover situations that need to be addressed before the weekend or a possible customer event. They are not critical network issues but are typically service issues that the customer’s employees or customer’s need.

 

Capability 3

Two Day Plus, Priority Service

This service is where the majority of the calls for the customer and the technology provider should be handled. The integrated and management solutions in Small Business Server 2000. 2003 provide the opportunity for you to offer your customer the ability to reduce their technical support costs by making them less urgent, and allow them to be handled proactively by you.

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Last modified: 07/25/09