ElinaCare is a proactive approach that is designed to avoid critical outages. Elina offers technical support and pre-sales assistance that helps you make the right design choices that will enable your network to function perfectly now and also in the future. To make sure that you will be able to take care of your network once it gets deployed Elina also offer a range of education and training courses. Elina support Engineers will advise on design and tuning of the network and servers to maximize performance and availability. With a focus on the predictive management of applications, infrastructure, networks and security systems, Elina’s managed services provide a structured set of operations management functions that ensure a trouble-free network through its lifecycle.
Standard
Premium
Description
Standard Package is designed to assist enterprises with the management of network and security. All the assistance expected to be based on remote access.
Professional Support covers more comprehensive management of the network. The assistance extended for designing, building, maintaining and fine tuning the network.
Hours of Operation
9am – 6pm IST
24x7x365
Support Offered
email, remote access
email, phone, remote access
Service Level Objectives
Severity 1
Response
6 Hours
3 Hours
Resolution
1 Business Day
6 Hours
Resources applied until a solution or acceptable work around is found
Severity 2
Response
1 Business Day
12 Hours
Resolution
2 Business Days
1 Day
Resources applied until a solution or acceptable work around is found
Severity 3
Response
2 Business Days
1 Business Day
Resolution
Next patch/upgrade
Next patch/upgrade
Resources applied until acceptable work around is found
Severity 4
Response
2 Business Days
1 Business Day
Resolution
Processed on case by case basis.
Enhance requests reviewed and implemented in a major release if feasible
Assigned service representative
Yes
Yes
Site Visits
No
2 per year
Quarterly account reviews
Yes
Yes
Incident notification, diagnosis and resolution
Yes
Yes
Fault and performance monitoring
Yes
Yes
Security management
Yes
Yes
Patch management
Yes
Yes
Operations and performance reporting
Yes
Yes
Tuning and optimization
No
Yes
Maintenance administration
No
Yes
Change and problem management
No
Yes
Network Design Support
No
Yes
Service request severities are assigned by the customer. All assigned severities will be tracked within the Elina support ticketing system and resources will be assigned based on the severity of the problem as required to assure a timely response.
Service Request - Severity Level Descriptions
Severity 1*
Elina product is completely non-functional or deemed a safety hazard. Urgent requests must be submitted by telephone to assure rapid response.
Severity 2
Elina product is functionally impaired, has substantially degraded but not completely dysfunctional. There are no available work arounds. Situation has medium impact on customer activity.
Severity 3
Elina product/advertised functionality is slightly impaired but operational, has low impact on customer activity.
Severity 4
Generic requests or enhancement requests
*Severity 1 resource agreement
Elina response to a Severity 1 request:
A dedicated resource will be assigned to provide a workaround and / or resolve the case as soon as possible
Customer responsibility:
If needed,the service requester agrees to provide remote access to minimize troubleshooting effort and reduce total time to diagnose.If remote access is not provided,the customer agrees to dedicate local operations / administration personnel to assist the diagnosis until a resolution or work around is available.
