| SERVIZIO | 0 - STANDARD | 1 - TOP CLASS | 2 - TOP CLASS 24 | NOTE |
| Controllo raggiungibilità della macchina (ping) | SI | SI | SI | |
| Operazione di riavvio in caso di blocco | SI | SI | SI | |
| Supporto tenico tramite ticket | SI * | SI | SI | * solo per problematiche di rete |
| Supporto telefonico di personale qualificato 5x8 H | - | SI | SI | |
| Supporto telefonico di personale qualificato 7x24 H | - | - | SI | |
| Monitoraggio stato dei servizi | - | SI | SI | Monitoraggio di uno o più servizi con il relativo intervento da compiere in caso di blocco (specificato dal cliente in fase di attivazione del servizio). |
| Upgrade del sistema operativo | SI * | SI * | SI * | Previa verifica di compatibilità e fattibilità * Oggetto di quotazione separata |
| Installazione patch e aggiornamenti sul sistema operativo | SI * | SI | SI | Installazione di patch o di aggiornamenti di sicurezza del solo sistema operativo previa richiesta del cliente. Sono esclusi programmi applicativi, upgrade di versione del sistema operativo, configurazione software o servizi di qualunque altro tipo. * Oggetto di quotazione separata |
| Installazione software a richiesta | SI * | SI * | SI | Installazione di software a richiesta del cliente esclusa configurazione (previa fattibilità). Deve essere fornita l'eventuale immagine ISO, file di installazione e relativa procedura. * Oggetto di quotazione separata |
| Installazione patch e aggiornamenti su qualunque software | SI * | SI * | SI * | Installazione di patch e aggiornamenti dei software e dei servizi presenti sul server. * Oggetto di quotazione separata |
Service Support Coverage
Real Comm provides customers with a single point of contact for reporting anomalies and other technical issues, which will be operational 24 hours a day, 7 days a week. The contact details for phone, fax, and email will be detailed at the start of the contract. Real Comm handles any malfunction reports, intervention and resolution times, causes of failure, and operations carried out to restore the service. Depending on the commercial offer subscribed to by the Customer, the service coverage can be:
STANDARD Support Service The standard support service is active from 09:00 to 17:30, Monday to Friday via Trouble-ticket. The service includes:
- Checking machine reachability (Ping)
- Restart operations in case of blockage
- Technical support via trouble-ticket only for network issues with problem acceptance time within 12 working hours and a maximum time for a guaranteed response within 24 working hours
TOP CLASS Support Service The TOP CLASS support service is active from 08:00 to 18:00, Monday to Friday, excluding holidays, and includes:
- Checking machine reachability (Ping)
- Restart operations in case of blockage
- Phone and trouble-ticket technical support with problem acceptance time within 2 working hours and a maximum time for a guaranteed response within 4 working hours. If the problem encountered is attributable to customer activities (e.g., execution of incorrect scripts, configuration errors during migration of sites and/or applications from other platforms, etc.), any request for resolution is not included in the support service and will be subject to separate quotation.
- Monitoring of service status and possible notification
Installation of patches or security updates of the operating system only upon Customer's request The resolution of the reported issue is usually completed within a maximum of 2 hours from acceptance.
TOP CLASS 24 Support Service
The TOP CLASS 24 support service is active 24 hours a day, seven days a week, including holidays, and includes:
- Checking machine reachability (Ping)
- Restart operations in case of blockage
- Phone and trouble-ticket technical support with problem acceptance time within 1 working hour and a maximum time for a guaranteed response within 2 working hours. If the problem encountered is attributable to customer activities (e.g., execution of incorrect scripts, configuration errors during migration of sites and/or applications from other platforms, etc.), any request for resolution is not included in the support service and will be subject to separate quotation.
- Monitoring of service status and possible notification
- Installation of patches or security updates of the operating system only upon Customer's request
Installation of software upon Customer's request excluding configuration (subject to feasibility). The intervention and restoration times mentioned in the procedure refer to the service coverage hours subscribed for the specific location. The resolution of the reported issue is usually completed within a maximum of 2 hours from acceptance.
