Appnovation has impressed us with their focused yet sensitive approach to our needs and we have been very happy with the caliber of the team who have worked with us.
Solutions Manager & Chief of TAOSS of the ITS Division, World Trade Organization
- MS Portal - Seat 24/7/365 Portal Phone, Email
- Scale Number of Servers, URLs, etc.
- Reviews Monthly Subscription Review, Quarterly needs/ strategy reviews, Annual architecture reviews
- Monthly Support Hours Included
- Support Services Overage Rate
- Pre-Onboarding Remediation Any work required to bring the asset to minimum specification will be scoped and priced outside of Managed Services
- Service Level Objective
- Strategic Reviews Monthly Subscription Review, Quarterly Needs/ Strategy Review, Annual Architecture Review
- Expedited Project Management Project Management, Scoping, SOW and Contracts
- Portal Access Portal Access - ticket logging and tracking. Detailed Monthly Report. Unlimited Tickets submission.
- Dedicated Client Service Manager
- Option to Purchase Retainer Services Packages
- Online Ticket Creation
- 24hr Weekday Coverage
- Weekend Coverage
- Weekday Business Hours Phone Support
- 24hr Phone Support
- Mission Critical Response
- Base Application Support
- Custom Application Support Enhancements / Mods & Changes
- Quarterly Strategic Review
- Vendor Management
- Dedicated Subscription Manager
Complete listing of support services, not to exceed monthly subscription as well as mean time to repair and optional retainer services.
The Appnovation MS portal offers a custom and rapid escalation process which allows users to instantly escalate a support case to our success management team.
Working with Appnovation
- Achieved just over 98% "excellent" (5/5) rating from current support customers
- Annual subscription based pricing model for support and maintenance services
- Clients can be hosted anywhere, internal or external
- Cross-functional team of experts based in North America, Europe & Asia
- Dedicated customer support portal with 24/7/365 access
- Emergency support capabilities 24/7/365 with dedicated expert staff
- Multi-disciplinary team of experts certified & experienced in a plethora of techs
- Proven track record of successfully providing support and maintenance
- Single point of contact for continued operational support and maintenance