Support Service Catalogue - Comparison Table
The table provides an overview of key service elements of the Flexi-Care, Total-Care, Extended-Care, and Night-Care services offered.
| Support Services | ||||||
| Flexi- Care |
Extended- Care |
Night- Care |
Total- Care |
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| Support Cover | 08:00 - 18:00 | Mon to Fri |  |
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| 18:00 - 22:00 | Mon to Fri | |
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| 18:00 - 08:00 18:00 - 08:00 |
Mon to Thurs Fri to Mon |
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| 24 x 7 | |
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Technical Telephone Support - 1st Line |
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Technical Telephone Support - 2nd Line |
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Technical Telephone Support - 3rd Line |
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3rd Party Liaison/escalation (i.e. BT,
Microsoft) |
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Incident Management |
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Problem Management |
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Surgery Days |
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Contract Review Meetings |
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System Healthchecks |
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System Administration |
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Contract Performance Reporting |
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Monthly Support Usage Review |
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Change Management |
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Configuration Management |
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Availability Management |
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Capacity Management |
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Extended Attribute Management |
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External Address Book Management |
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Capped Contract Cost |
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