Exclusions
- Hardware upgrades/replacement
- Operating system upgrade
- Device onboarding
- Manual application deployment
- Device decommissioning
- User training
Customer Responsibilities
Certain responsibilities remain with our customers:
- To keep Virtuoso informed of changes that may impact your managed systems
- Maintain current manufacturer warranty or 3rd party maintenance for all managed hardware
- Keep genuine, licensed software covered by vendor support
- Commit to maintaining good security practice across your business
- Maintain support agreement with any Line of Business application vendor(s)
Process Summary
We use the following processes to deliver this service.
ProcessIncident Management - Available on request
Problem Management - Available on request
Change Management - Available on request
Billing
The EliteSupport User service is charged for per user monthly in arrears.