You’ll agree if we say: It would require at least 5-6 breaks while reading a Unified Support SOW agreement! Well, we have outlined this blog post to help you quickly glance through the highlights of AVASOFT’s Unified Support agreement!
Before signing into the Unified Support agreement, it’s essential to understand the service areas. Better you understand the service areas, you can utilize it to the maximum without paying extra costs!
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Exploit our potential support delivery whenever required
Understanding our support delivery model before engaging in unified support SLA, will help you unlock the true potential of Microsoft products. Know the details of severity & response time, escalation matrix, responsibilities of designated support engineer to utilize them when there are critical situations (CRISIT)!
- AVASOFT support engineers initiate the response within 15 minutes for tickets raised under the critical business glitches category.
- Other product & service issues that are categorized as high (major functionality impaired), medium (nominal business impact), low (assessments & improvements) are responded within 30 minutes.
- You can escalate the product issues at any time to our Technical Account Manager (TAM).
- If there are any super-critical issues, our TAM would raise an escalation to the Microsoft support team.
- Our team covers the support requests on all Microsoft products & platforms.
- We acknowledge, manage and close service requests upon resolution, including management of any incidents being resolved by Microsoft team.
- AVASOFT’s TAM handles planning, communications, reporting, and contractual activity of service requests within the tenure.
Stay ahead with our cloud enablement services
AVASOFT unified support provides technical support for both cloud & hybrid models. Our team is proactive in offering premier solutions for your cloud platforms.
- Our cloud team proactively engages in the assessment, implementation & optimization activities of your Azure platforms.
- Proactively escalates and resolves the critical situations in the cloud platforms.
Familiarize with AVASOFT’s proactive & reactive services
In this space, get to know the list of proactive & reactive services offered by the AVASOFT team. Proactive services include futuristic remediation, whereas reactive services are provided for real-time problems and support.
| Proactive Services |
Reactive Services |
| Project Consulting |
24/7 reactive support |
| Risk Assessments |
Initial response within 15 minutes |
| Proof-of-Concepts |
Microsoft certified engineers |
| Health Checks |
Designated Technical Account Manager |
| Technical Optimization |
Break-fix support for all Microsoft cloud technologies |
| Technical Workshops & Training |
Managed Microsoft escalations |
| Cloud-enabled services |
Architects with hands-on experience in Microsoft support dealing |
Become a pro with our interactive knowledge transfer sessions
Our team’s unique and practical KT sessions with model projects, tickets will help you sail through the Microsoft products & platforms effortlessly. AVASOFT knowledge transfer sessions kick-start from the first week of support initiation and are completed around the third week. In our KT sessions, we cover:
- End-to-end walkthrough on service portal.
- Make your point-of-contact understand severity & responses, escalation matrices.
- Review existing open tickets, processes with vendor & Microsoft.
Partner with us to leverage our unmatched services
AVASOFT, being a trusted Microsoft gold partner for more than a decade has evolved as a leader in the marketplace. Being a product company, we solely understand the criticality behind our client’s products & services. So, our team is on its wings to resolve your technical issues related to Microsoft 365/Office 365, Azure, Dynamics 365 within a short span and ensure business continuity.
We stand out in the marketplace by offering you below features in Unified Support!
- Designated Technical Account Manager
- Azure Rapid Response
- Premier Support for Developers
- IT Service Management
- Premier Mission Critical Support
- Office 365 Engineering Direct
Here’s our customized quote
As like industry practice, AVASOFT offers 20 bank hours/year. When 95% of the bank hours is leveraged, we notify the clients through email.
- For additional support hours, we raise a quote of $125/hour.
- Our team raises the same pricing invoice for additional hours purchased/used during the tenure for up to 200 hours.
- The additional support hours would be billed monthly.
Hope you understood the highlights of AVASOFT’s Unified Support Agreement!
