For Ticket submission and self-help please go to http://support.managedpro.com.
Here at ManagedPro we have escalation procedures that ensure your support request/ticket is attended to in a fast and efficient manner. We also strive to keep you informed if and when a case requires attention from our vendors and takes longer than usual.
| Managed Monitoring Plan | ||
| Hardware or Software Party Vendor | Stage 4 | Level 3 Support receives escalation and will then liase with the respective partner vendor for troubleshooting with alternative solutions. |
| MP Level 2 Support Team | Stage 3 | Level 2 Support receives escalation and either goes onsite to customer’s premises or directs the issue to the respective domain specialist for troubleshooting. |
| MP Level 1 Support Team | Stage 2 | Level 1 Support raises a ticket or checks on a ticket’s status if the customer calls in. The issue is checked to see if it falls under the customers’s support plan. For Managed Monitoring, all services are chargeable and 100% up-time is guaranteed for our monitoring tools. Any issue or support requests regarding our monitoring tools are escalated to level 2. |
| Customer | Stage 1 | Customer raises an issue and contacts ManagedPro through phone (6496 0098) or email (support@managedpro.com) |
| Managed Support Plan | ||
| Hardware or Software Party Vendor | Stage 4 | Level 3 Support receive escalation will then liase with respective partner vendor for troubleshoot with alternative solutions. |
| MP Level 2 Support Team | Stage 3 | Level 2 Support receive escalation, either go onsite to customer premises or direct to respective domain specialist for troubleshooting. |
| MP Level 1 Support Team | Stage 2 | Level 1 Support receive customer issue or problem (rise a ticket if customer call in) or (check on ticket ID when customer email in) and describe clearly what was the problem (check on their purchase plans through helpdesk note)advise accordingly with remote access help. |
| Customer | Stage 1 | Customer rise an issue and contact ManagedPro through phone (6496 0098) and email (support@managedpro.com) |
| Managed Prevention Plan | ||
| Hardware or Software Party Vendor | Stage 3 | Level 3 Support receive escalation will then liase with respective partner vendor for troubleshoot with alternative solutions. |
| MP Level 2 Support Team | Stage 2 | Level 2 Support receive escalation, either go onsite to customer premises or direct to respective domain specialist for troubleshooting. |
| MP Level 1 Support Team | Stage 1 | Level 1 Support receive monitoring notification on issue or problem MP engineer will rise a ticket and describe clearly what was the issue and contact customer (email or call depend on the urgency of the issue) and advise accordingly with remote access help. |
