Take your support team to the next level with our support plans
Premier
IT Support Service
to improve your IT services and optimize infrastructure performance.
24/7 Support
Flexible Contracts
Up to 70% Saving
Dedicated TAM
Support Portal
VENDORS
We Provide Multi-vendor Support Services
BENEFITS
Our IT Support service provides a unique range of benefits
Flexible Contracts
Save money and maximize your ROI by opting for an hourly-payment model, along with a detailed log for effort driven, instead of the old-fashioned one that costs your organization more for unused hours with no benefit.
Support Case Resolution 8×5 | 24×7
Get the problem resolution support you look for through our support service to serve you 8×5 and 24×7 based on criticality and contract while providing problem resolution for one of our covered products.
Comprehensive Multi-vendor Support
With our IT support service, businesses can have access to subject-matter experts, who will provide comprehensive protection to your IT infrastructure in one contract, in Microsoft technologies, ManageEngine, Veeam, Veritas, PaloAlto, and Symantec.
More Than a Reactive Support
Through our support service, you will have access to our expert team, who will provide reactive, proactive, and preventive support activities that include traditional and miscellaneous support case requests.
Effective Response Time and Easily Accessible
The support service’s initial response time is between 2 hours in enterprise and enterprise plus packages and 4 hours in basic and standard packages, where you can access anytime from anywhere.
Dedicated Technical Account Manager
With our advanced plan, you get a dedicated TAM to schedule and follow up with you on the agreed roadmap projects and activities to fully use and control your agreement activities.
Interactive Support Portal
Through our support portal, you can centrally manage service requests, instantly access our team with tangible progress insights, easily send feedback and inquiries on each activity, and smartly control SLA by minimizing operations Loss and maximizing ROI.
Customer Success (Service Level Agreement)
While the traditional customer support service approach is about the reactive fulfillment of customer needs, our modern Customer Success Services focuses on the proactive guidance of customer goals support with no terminal point.
SERVICE TYPES
Alnafitha IT Support Service has Different Types
Support
Support and Deployment
Enterprise Support
Alnafitha IT Enterprise support enables subscriber(s) to do unlimited vital preventive , proactive and reactive support activities through one annual subscription.
- Support Hours
- Support Portal
- Online Chat
- Standard Support 8×5
- Extended Support 24×7
- Technical Account Manager (TAM) (Solutions Roadmap, Monthly Reports, Quarterly Review)
- Infrastructure Assessment
- Cloud Migration Assessment
- Disaster Recover Planning
- Advisory Cases
- Service Health Check
- Workshops
Premier Support
Alnafitha IT Premier Support is the next level of support offerings that is suitable for the leading organizations that have IT expansion or migration plans. Our Premier Support contains comprehensive planning service hours in addition to enterprise support plans.
- Support Hours
- Support Portal
- Online Chat
- Standard Support 8×5
- Extended Support 24×7
- Technical Account Manager (TAM) (Solutions Roadmap, Monthly Reports, Quarterly Review)
- Infrastructure Assessment
- Cloud Migration Assessment
- Disaster Recover Planning
- Advisory Cases
- Service Health Check
- Workshops
- ITM Planning Hours
- Cloud and Infrastructure Planning Hours
- Unified Communications Planning Hours
Looking for a customized plan?
Now You can build your own
Support
Enterprise Support
Alnafitha IT Enterprise suppoert enables subscriber do unlimited vital tasks such accessing employees database by authorised entity or individual(s) for annual subscription fees paid down at once.
- Support Hours
- Support Portal
- Online Chat
- Standard Support 8×5
- Extended Support 24×7
- Technical Account Manager (TAM) (Solutions Roadmap, Monthly Reports, Quarterly Review)
- Infrastructure Assessment
- Cloud Migration Assessment
- Disaster Recover Planning
- Advisory Cases
- Service Health Check
- Workshops
Support and Deployment
Premier Support
Alnafitha IT Premier Support is the next level of Support for organizations with any IT expansion or upgrading plans. Our Premier Support Plans contain Enterprise Support Plans and comprehensive planning service hours managed by a standardized, end-to-end operational model based on ITIL.
- Support Hours
- Support Portal
- Online Chat
- Standard Support 8×5
- Extended Support 24×7
- Technical Account Manager (TAM) (Solutions Roadmap, Monthly Reports, Quarterly Review)
- Infrastructure Assessment
- Cloud Migration Assessment
- Disaster Recover Planning
- Advisory Cases
- Service Health Check
- Workshops
- ITM Planning Hours
- Cloud and Infrastructure Planning Hours
- Unified Communications Planning Hours
PLANS
Our IT Support Service Plans
| Features | Basic | Professional | Advanced | Performance |
|---|---|---|---|---|
| Support Hours | 50 hours | 100 hours | 250 hours | 500 hours |
| Support Portal | ✓ | ✓ | ✓ | ✓ |
| Online Chat | ✓ | ✓ | ✓ | ✓ |
| Standard Support 8×5 | ✓ | ✓ | ✓ | ✓ |
| Extended Support 24×7 | ✗ | ✗ | ✓ | ✓ |
| Technical Account Manager (TAM) | ✗ | ✗ | ✓ | ✓ |
| Infrastructure Assessment | ✗ | ✗ | ✓ | ✓ |
| Cloud Migration Assessment | ✗ | ✗ | ✓ | ✓ |
| Disaster Recover Planning | ✗ | ✗ | ✓ | ✓ |
| Advisory Cases | ✗ | 2 | 4 | 8 |
| Service Health Check | ✗ | 1 | 2 | 4 |
| Workshops | ✗ | 1 | 2 | 4 |
| ITM Planning Hours | 24 | 48 | 96 | 192 |
| Cloud and Infrastructure Planning Hours | 24 | 48 | 96 | 192 |
| Unified Communications Planning Hours | 24 | 48 | 96 | 192 |
| Features | Basic | Professional | Advanced | Performance |
|---|---|---|---|---|
| Support Hours | 50 hours | 100 hours | 250 hours | 500 hours |
| Support Portal | ✓ | ✓ | ✓ | ✓ |
| Online Chat | ✓ | ✓ | ✓ | ✓ |
| Standard Support 8×5 | ✓ | ✓ | ✓ | ✓ |
| Extended Support 24×7 | ✗ | ✗ | ✓ | ✓ |
| Technical Account Manager (TAM) | ✗ | ✗ | ✓ | ✓ |
| Infrastructure Assessment | ✗ | ✗ | ✓ | ✓ |
| Cloud Migration Assessment | ✗ | ✗ | ✓ | ✓ |
| Disaster Recover Planning | ✗ | ✗ | ✓ | ✓ |
| Advisory Cases | ✗ | 2 | 4 | 8 |
| Service Health Check | ✗ | 1 | 2 | 4 |
| Workshops | ✗ | 1 | 2 | 4 |
