Support Services - IntelliCare
Our IntelliCARE maintenance service is designed to give our customers the ability to select the level of service needed in a multi-vendor, multi-national environment.
The service is designed to fit our indirect channel model and cover the full range of technologies within our portfolio globally. The IntelliCARE offering can be used to enhance a manufacturer's product portfolio where our capabilities can be used to provide complementary channel services to distribution or reseller partners.
The IntelliCare Service Components
IntelliCARE is comprised of service components which can be selected by customers in line with their requirements and the requirements of there customers. These components are:
- On Site Engineer (Labour and Parts)
- On Site Engineer (Labour Only)
- On Site Parts Only
- Remote Technical Support
- Dedicated On-site Engineer
Virtus offers 3 main Service Level Agreements for its IntelliCare Maintenance services as per the table above. We also can provide customers with the flexibility of SLA to suit customer specific requirements if not covered by our standard IntelliCare maintenance offerings.
All support activity both on and off site is logged, managed, tracked and reported on by our IOC trained technical operatives providing customers with a single interface for ease of use and expediency. Customers also have access to our support portal via its website to track and log support tickets.