Support Levels & Service Management
Offer support tiers that align service hours, monitoring depth and response priority with the criticality of the customer environment.
Managed support options
| Support level | Coverage | Best fit |
|---|---|---|
| Essential | Business-hours support, preventive checks, remote troubleshooting | SME / non-critical systems |
| Professional | Extended support, monitoring, patch coordination, quarterly review | Enterprise production systems |
| Mission Critical | 24/7 escalation, priority response, proactive monitoring, rapid coordination | Critical infrastructure / high-availability services |
Service management documentation
Asset Register
Support Scope
Contact & Escalation Matrix
Preventive Maintenance Plan
Patch Calendar
Incident / Problem Records
Change Log
SLA Dashboard
Monthly Service Report
Quarterly Review
Lifecycle / Renewal Plan