Remote Service Levels

Two components that can be combined to create a powerful solution.


The Provista Remote Service is comprised of two components – Remote Monitoring Service and Remote Engineering Service. When combined, these two components deliver a powerful remote solution that will benefit our customers by reducing costly network and application outages. If network and infrastructure services are reliable and managed, costly outages are reduced and the organisations can release IT staff to focus on development and strategies rather than spending time ‘fire fighting’ operational problems.

There is no capital investment required for this service and it can be deployed very quickly using our unique VPN and Airgap model. Our Service Delivery Managers can liaise with you to identify the key requirements for your business and a service definition document will be produced. This remote service will be tailored for your business and its environment and you choose the level of support your organisation requires.

Our Managed Services come under different levels: Lite, Pro-Trial, Bronze, Silver, Silver+ and Gold.

Lite

Bronze Complimentary lite monitoring and notification service included with a 3 year support contract of a minimum of 20 devices.

Pro-Trial

ProTrial is our Trial/Silver level service which is offered ‘free’ for a period of time upon completion of an IP Communications Solution. This is offered to all customers who use Provista UK Ltd. for the installation.

In our view, this service is vital to a successful project – assisting with the initial installation and transition period.

Bronze

Bronze level service is our basic solution and it entitles you to 24×7/365 days a year remote monitoring. This is the most basic level of support from Provista, and can be supplemented with Service Credits if remote engineering is required.

Silver

Silver level service is our mid-range solution that entitles you to 24×7/365 days a year remote monitoring with 9-5 work week (Mon – Fri) remote engineering.

Silver+

The Silver+ level service is our mid-range solution that entitles you to 24×7/365 days a year remote monitoring with 9-5 full week (Mon – Sun) remote engineering.

Gold

Gold level service is our top of the range solution and it entitles you to 24×7/365 days a year remote monitoring and engineering.


You can view our complete SLA package options (remote monitoring, remote engineering & hardware support) by downloading our support SLA datasheet.