SUPPORT AND SLA

COMPREHENSIVE 24/7 TECHNICAL SUPPORT

GET THE CONTINUED SUPPORT THAT YOU NEED

All software applications need maintenance to run smoothly over time. We can help you successfully deal with all the major maintenance and support challenges of your business. Our ongoing support options fix bugs and help deal with your company's future growth needs.

Technology updates and upgrades, along with changes to your business, can mean that your software applications do not work as well as they once used to. For this reason, it’s important that your software is maintained and supported so that your users continue to gain the maximum benefits from all of the functionality.

HOW CAN WE HELP YOUR BUSINESS

Micazook Customer Support team is continuously educated and trained to address the needs of your business. From priority bug-fixing to our in-house helpdesk; we will support and maintain your software throughout its lifecycle, even if we didn't build it.

OS AND SERVER MIGRATION

Sometimes operational systems and servers do not perform to the utmost. Our Maintenance and Support specialists can migrate the product to another OS or server to improve performance results.

MAINTENANCE AND SUPPORT

Our proactive approach lets us monitor servers, databases and applications, take necessary backups. prevent hacker attacks and overcome other technical issues that may affect your business.

PRODUCT ENHANCEMENT

Our Support engineers revise the current state of an application, track its performance and possible bugs, and work out improvement plans to ensure better functionality of your products.

PERFORMANCE MONITORING

Micazook help a broad range of companies ensure maximum uptime of their Internet and Intranet products and services. We use in-house and industry recognised monitoring solutions to prevent break-downs.

BUG TRACKING & CUSTOMIZATION

Taking the value of reporting and identifying defects into account, Micazook specialists can deploy and customize task and bug tracking systems to guarantee fast issue recognition, processing, and reporting.

3rd PARTY APP MAINTENANCE

Micazook extends the useful life of 3rd party software well beyond its life span and helps you reduce the TCO and generate bigger returns on your IT investments while still providing the exemplary services your clients deserve.

Sometimes operational systems and servers do not perform to the utmost. Our Maintenance and Support specialists can migrate the product to another OS or server to improve performance results.

SUPPORT LEVELS

3	NEW SYSTEM VERSION APPLICATION IMPROVEMENT CODE FIXES BUG DETECTION AND REMOVAL

2	SYSTEM CONFIGURATION IMPROVEMENT CACHE CLEARANCE SERVER ISSUE DETECTION

1	MONITORING AND SYSTEM ANALYSIS ISSUE DETECTION APPLICATION DEPLOYMENT

COOPERATION MODELS

24/7

Our 24/7 Customer Support model ensures your customers, employees, and partners will get our three levels of support at any moment. This option is ideal for:

	Medium to large organisations
	Businesses with mission critical systems
	Multinational organisations

8/5

We offer IT support at regular business hours (8AM to 5PM) as it covers the needs of most SME's, while being extremely cost-efficient in helping our customers to:

	Cover their support services within working hours
	Eliminate IT support staffing and sourcing needs
	Reduce lengthy down time at critical working hours

PAY AS YOU GO MAINTENANCE PLANS

Not every IT system needs the security that comes with an SLA. Micazook can offer you a flexible way to handle your ad hoc support needs which can be purchased in 16 hour blocks and gives you full control of how the time is spent.

We only deduct actual work time spent when our team make a change to your software.