Service Desk and Service Delivery When You Need It
Turn to our experienced teams for expert Technical Support and Service Delivery
Service Desk Options
Basic*
Business Hours: Monday to Friday
09:00-17:00 CET.
What's included
- Email cover during business hours
Priority 1 (Critical Incident)
- First response 8 business hours
- Next response 8 business hours
Priority 2 (Major Incident)
- N/A
- N/A
Priority 3 (Minor Incident)
- N/A
- N/A
Priority 4
- N/A
- N/A
Standard
Business Hours: Monday to Friday options
08:00-18:00 CET
08.00-18:00 IST
08:00-18:00 EST
What's included
- Email cover during bus. hours
- Telephone support during bus. hours
- Device Onboarding
Priority 1 (Critical Incident)
- First response 2 business hours
- Next response 4 business hours
Priority 2 (Major Incident)
- First response 2 business hours
- Next response 8 business hours
Priority 3 (Minor Incident)
- First response 4 business hours
- Weekly
Priority 4
- First response 8 business hours
- Weekly
Enhanced
Business Hours: Monday to Friday options
08:00-22:00 CET
08.00-22:00 IST
08:00-22:00 EST
What's included
- Email support during bus. hours
- Telephone support during bus. hours
- Public Holiday Support
- OOH Emergency Telephone Support
- Device Onboarding
- Quarterly Review Meetings
- Technical Account Owner
- Service Achievement Report
Priority 1 (Critical Incident)
- First response 1 hour
- Next response 2 business hours
Priority 2 (Major Incident)
- First response 2 business hours
- Next response 4 business hours
Priority 3 (Minor Incident)
- First response 4 business hours
- Next response 24 business hours
Priority 4
- First response 8 business hours
- Weekly
Premium
Business Hours: Monday to Friday
24hrs**
What's included
- Email support during bus. hours
- Telephone support during bus. hours
- Public Holiday Support
- OOH Emergency Telephone Support
- Device Onboarding
- Quarterly Review Meetings
- Technical Account Owner
- Service Achievement Report
- Invitation to Eseye User Group
Priority 1 (Critical Incident)
- First response 1 hour
- Next response 1 business hour
Priority 2 (Major Incident)
- First response 2 business hours
- Next response 2 business hours
Priority 3 (Minor Incident)
- First response 4 business hours
- Next response 16 business hours
Priority 4
- First response 8 business hours
- Weekly
*Basic Service Level option is provided to all customers at no charge, although we recommend reviewing carefully our service plans to meet your needs.
**24 hrs starts Monday 06:00 IST through to Friday 22:00 CET
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