One size

doesn't fit all.

Because every client is different, our support offerings and practices are flexible enough to meet exact customer requirements.

Support

WHAT WE OFFER

Our Support can be offered as a simple package or structured as a complete outsourced ICT team with business features, including operational insight and planning; asset management and reporting.

Support

Business relies on IT and expects that systems and applications perform at full potential and available 24x7. Identity Solutions is an authorised warranty and support provider for a number of IT vendors. Clients can source warranty and support and combine support and maintenance programs from different vendors under a single support contract with Identity Solutions.

Having a single support centre to contact reduces incident resolution times and support costs. In addition, customers that use vendor support via Identity Soltuions get a benefit of accessing local experts, often those involved in the product design and deployment, rather than off-shore support personnel

Custom Support

Custom Support allows to selectively outsource and hand over IT tasks that customers cannot or prefer not to deal with themselves. It provides access to Identity Solutions' internal technical team with “niche” skills to help with variety of issues, including 'how to', application configuration and upgrades, customisations and use of products, problem investigation and triaging, performance issues, security incidents, etc.

Custom Support may include multivendor product support, solution integration interfaces and operating environment support. Custom Support can be offered on-demand, as managed service or using a retainer arrangement.

SUPPORT COVERAGE AND SERVICE LEVELS

At Identity Solutions we offer Hardware, Software and Custom Support Programs using different Levels of Service. Customers may choose SLAs and the support coverage that best suits their business needs. Please contact us to understand how we can assist and to request a quote.

BRONZE

  • Support Hours
    8am - 6pm Business Days
  • Severity 1 Response
    4 Hours
  • Service Access
    Web/Email
  • On-Site Response
    Next Business Day

SILVER

  • Support Hours
    8am - 8pm Business Days
  • Severity 1 Response
    2 Hours
  • Service Access
    Web/Email
  • On-Site Response
    Next Business Day

GOLD

  • Support Hours
    8am - 8pm 7 days a week
  • Severity 1 Response
    1 Hour
  • Service Access
    Web/Email/Phone
  • On-Site Response
    Next Day

PLATINUM

  • Support Hours
    24/7
  • Severity 1 Response
    1 Hour
  • Service Access
    Web/Email/Phone
  • On-Site Response
    Same Day

AT YOUR SERVICE

0/7

AU: 1300 557 731 NZ: 0800 115 039

Identity Solutions

Founded in 1999, Identity Solutions is a professional consultancy, system development and integration firm offering security and identity and access management solutions for customers in Australia and New Zealand. We create value and measured success for clients which ensures their loyalty, strikes pride in our employees and drives high recognition of Identity Solutions in the industry.

Contacts

Level 14, 401 Docklands Drive
Docklands, VIC 3008 Australia
Phone: +613 8420 3420
Fax: +613 8420 3440
E-mailinfo@identity-solutions.com.au

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