“Get ‘white glove’ service at every level of support.”
Support issues are classified into the following:
(1) Mission-Critical
(2) Severe
(3) Moderate
Saber designs its “white glove” support plans in collaboration with you and sets forth details in a contract and a Service Level Agreement (SLA) that is tailored to both your requirements and your budget.
Alternatively, you may begin with our comprehensive, world-class Platinum Support Plan, and then de-select optional services to meet your key requirements. Saber’s Platinum Support Plan allows you to outsource the operation and support of all aspects of the system we develop for you while providing you with monitoring and oversight tools to measure our performance against the SLA.
Critical issues are those that result in the loss of service to users, and will be addressed immediately, 24x7, until service has been restored. Agreed upon response times and availabilities for severe or moderate issues are prescribed in the SLA.
All issues reported are entered into the integrated on-line Help Desk support module (SPIRIT). From that point on, you may track progress via SPIRIT through resolution and closure. The Help Desk can also provide monthly reporting for your evaluation of Saber’s performance against the support contract and the SLA.
