FAQs
Commonly asked questions
IT Support Questions
What are the different models of IT Support?
The IT support modes you can find in Singapore for IT support are Ad Hoc Support, Bundle Hours, Fixed Fee Managed Support, and Outsourced Placement.
Which IT Support model is good for my company?
Each company has different needs and requirements, there is no one model that is suitable for everyone.
The factors to consider when selecting an IT support model are your company’s budget, reliance on technologies, sensitivity to operation downtime resulting from IT failure, and whether you want reactive or proactive IT support.
What is the difference between reactive and proactive IT Support?
Reactive IT support is fixing the IT problem when it arises, by which downtime has already occurred.
Proactive IT support is proactively taking steps to reduce and prevent IT downtime through a series of monitoring, planning, and optimizing the network. IT failures will still happen, but they are far and few, and for the ones that do happen, they are resolved in a shorter period of time.
Which IT Support models do Blazon Technologies provide?
We provided Bundle Hours and Fixed Fee Managed Support services.
What can I expect from Blazon Technologies’ Managed Support?
You get a guarantee responses of 1 hour and less for Priority 1 emergency calls, proactive health monitoring of your network status, helpdesk and onsite maintenance support, IT advisory and planning, procurement, all for one monthly fixed rate.
Is there any requirement for Managed Support?
At Blazon Technologies, we required all clients on the Managed Support plans to have our recommended technology platform in place.
You can find our recommended technology platform in the link below.
Why do I need to have the recommended technology platform for Managed Support?
The short answer: You get better and faster response, and technology that is proven to work for you.
Our recommended technology platform contains solutions we have performed extensive research and work on. Our engineers are trained in and keep up to date with technology across this core set of products to make sure that we can quickly, efficiently and expertly assist you with working with those products.
You can find our Recommended Technology Platform in the link below.
I don’t have the solutions in the Recommended Technology Platform, how do I get on to Managed Support?
We will work with you to phase in the Recommended Technology Platform. All of our clients experienced a boost in productivity once they are fully on board with our Recommended Technology Platform.
IT Support Contract Questions
How long is an IT Support contract?
For Bundle Hours, it is a one-time payment and your allocated hours are valid for 1 year from the date of payment, there is no further contact unless you required more hours.
For Managed Support, there is a one year contract period.
What if I am not satisfied with the level of service in Managed Support before the 1 year is up?
You can terminate the contract with a 30 days notice if we failed to meet the SLA in supporting you.
What is the SLA for Managed Support?
Our responses SLA, which is defined as when we allocated resources and start working on your issue, is applied to our Managed Support clients.
Priority 1
Definition: Entire company can’t operate
Guaranteed Response Time: 1 hour
Target: 15 minutes
Priority 2
Definition: A department can’t operate
Guaranteed Response Time: 2 hours
Target: 1 hour
Priority 3
Definition: An employee can’t work
Guaranteed Response Time: 4 hour
Target: 2 hours
Priority 4
Definition: Any other requests
Guaranteed Response Time: Next Business Day
Target: Next Business Day
How can you guarantee the response time in your SLA?
The majority of our engineers’ time is spent on proactive matters and not overloaded with firefighting IT disasters that the typical IT support companies have, hence we can afford to allocate resources on the rare occasion there is a Priority 1 or 2 issue.
As our Managed Support clients, your network and technology solutions are standardized according to our Recommended Technology Platform. This enabled us to not only solve any issue you are facing faster, but also through our familiarization with the solutions, proactive steps are taken at all time to reduce the chances of failure in your network.
Do you have SLA for Bundle Hours?
Responses time on our Bundle Hours support is on a best effort basis.
What is covered under Managed Support?
All of our Managed Support plans include priority responses, proactive health monitoring of your network status, helpdesk and onsite maintenance support, procurement, IT advisory and planning.
On our advance Managed Security plans, cybersecurity services such as user awareness training and protection from data loss and leakage are covered.
To find out more, contact us for more information.
What is not covered under Managed Support?
Items that are not covered under Managed Support are project work and MAC (Move, Add, Change) requests.
Examples of MAC requests are moving/adding/changing a server, network equipment, workstations, applications.
Why am I charged for MAC requests under Managed Support?
MAC (Move, Add, Change) requests involved adding new equipment to the network and/or migration of data. An onboarding process for the equipment is required before it can be added to the network.
Once the equipment is onboarded and added to the network, it is covered under your Managed Support.
