Take your IT to the next level with our support plans to improve your IT services, optimize infrastructure performance, and maximize your ROI.
24/7 Support
Flexible Contracts
Up to 30% Saving
Dedicated Technical Account Manager
Support Portal
VENDORS
Capitalize on Multi-Vendor Support Services
BENEFITS
Our IT Support service provides a unique range of benefits
Flexible Upgradeable 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.
Go Beyond 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 & Accessibility
Based on your severity level, you will get effective response time and accessibility to your support team. The response time is tailored to resolve issues on time with no delay that may have critical impact on your service or business operations.
Dedicated Technical Account Manager
With our advanced plan, you get a dedicated TAM to schedule and follow up with you on the agreed roadmap 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 focus on the proactive guidance of customer goals support with no terminal point.
SERVICE TYPES
Our Main Services
Alnafitha IT Premier Support is the next level of L3 support offering that is suitable for leading organizations that have IT expansion or migration plans. Find the main areas where we offer support services.
Support
Support and Deployment
On-Premises Services
Take the most out of your privately owned servers with cutting-edge technologies along with reactive and proactive support activities.
- Infrastructure Services
- Datacenter Management and Virtualization
- Identity and Security
- Collaboration and BI
- Backup and Archiving
- Messaging Unified Communications
- Next Generation Firewall
Cloud Computing Services
Take your IT environment to the next level with the best cloud computing technologies to benefit from flexibility, scalability, and resilience.
- Compute, Network, and Storage
- Identity and Security
- Web and Database
- Windows Virtual Desktop
- Backup & Disaster Recovery
- Management and Governance
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 | 25 hours | 75 hours | 100 hours | 200 hours |
| Standard Support 8×5 | ✓ | ✓ | ✓ | ✓ |
| Extended Support 24×7 | ✓ | ✓ | ✓ | ✓ |
| Support Portal Access and Online Chat | ✓ | ✓ | ✓ | ✓ |
| Technical Account Manager (TAM) | ✓ | ✓ | ✓ | ✓ |
| Infrastructure Assessment | ✗ | ✗ | ✓ | ✓ |
| Cloud Migration Assessment | ✗ | ✗ | ✓ | ✓ |
| Microsoft Service Disaster Recover Planning | ✗ | ✗ | ✓ | ✓ |
| Advisory Cases | 0 | 0 | 2 | 4 |
| Service Health Check | 0 | 0 | 2 | 4 |
| Service Operation Workshops | 0 | 0 | 2 | 4 |
| Critical Onsite Visits | 0 | 0 | 2 | 4 |
| Regular Visits by TAM | 0 | 0 | 6 | 12 |
| Service Assurance Planning Hrs | 0 | 16 | 32 | 64 |
| Cloud Security Assessment | ✗ | ✗ | ✓ | ✓ |
| Cloud Cost Optimization Assessment | ✗ | ✗ | ✓ | ✓ |