HSD’s support inclusions and benefits have been allocated into Bronze, Silver and Gold packages and based on the client requirements, the different offerings allows the client to choose the appropriate level of support.
The Silver and Gold packages can be tailored in terms of available hours for the dedicated technical team and all support packages are available for Cloud and On-Premises hosted solutions, however, some services may be limited if HSD has restricted access. The contract period is a minimum of 12 months and the investment pricing is for both the ‘Support’ and ‘Technical’ services to be invoiced monthly in advanced.
Support Services
Support services and specialised management of your IT applications
Inclusions and Benefits | Bronze | Silver | Gold | ||||||
|---|---|---|---|---|---|---|---|---|---|
HSD Support Services | |||||||||
Dedicated HSD JIRA Incident Management and Service Request Portal | |||||||||
Preliminary Review and/or Investigation of Support Requests | |||||||||
Incident Support | |||||||||
New Development and Enhancements to Existing Functionality | |||||||||
DevOps and Deployments | |||||||||
Security Services | |||||||||
Protected From Future Rate Increases | |||||||||
Blended Discounted Rate for HSD Technical Services | |||||||||
90 Day Warranty for Deployments | |||||||||
Rolled Over - Technical Services Contracted Hours | |||||||||
D365 Upgrade Assessment | |||||||||
Dedicated Account Manager | |||||||||
Monthly Report | |||||||||
Monthly Meeting | |||||||||
Service Level Agreement | |||||||||
D365 Upgrades | |||||||||
Proactive Maintenance | |||||||||
Reactive Maintenance | |||||||||
Technical Services - Contracted Hours (Monthly) | Ad-Hoc / T&M Work | 15 | 30 | 45 | 60 | 40 | 60 | 80 | 100 |
Inclusions and Benefits | Bronze | Silver | Gold | ||||||
|---|---|---|---|---|---|---|---|---|---|
HSD Support Services | |||||||||
Dedicated HSD JIRA Incident Management and Service Request Portal | |||||||||
Preliminary Review and/or Investigation of Support Requests | |||||||||
Incident Support | |||||||||
New Development and Enhancements to Existing Functionality | |||||||||
DevOps and Deployments | |||||||||
Security Services | |||||||||
Protected From Future Rate Increases | |||||||||
Blended Discounted Rate for HSD Technical Services | |||||||||
90 Day Warranty for Deployments | |||||||||
Rolled Over - Technical Services Contracted Hours | |||||||||
D365 Upgrade Assessment | |||||||||
Dedicated Account Manager | |||||||||
Monthly Report | |||||||||
Monthly Meeting | |||||||||
Service Level Agreement | |||||||||
D365 Upgrades | |||||||||
Proactive Maintenance | |||||||||
Reactive Maintenance | |||||||||
Technical Services - Contracted Hours (Monthly) | Ad-Hoc / T&M Work | 15 | 30 | 45 | 60 | 40 | 60 | 80 | 100 |
Managed services
Allow HSD to host your systems for you, keeping them running smoothly and efficiently at all times. Our range of interchangeable support offerings include:
HSD is equipped with the technical skills to service and manage a variety of applications, based on your unique business infrastructure and system requirements. Pick and choose what works best for your organisation, and allow us to facilitate your growth. Take a look at some of our digital partners to see how we can service your needs.
- Level 1 service desk
- Level 2 and level 3 application support
- After-hours support
- Infrastructure and managed services offerings
- Vendor escalation
