SUPPORT SERVICES

Leverage the benefits of a Comprehensive Support Contract and enjoy peace of mind while we ensure your Neurons for ITSM Solution performs optimally and delivers consistent business value.

  • Service Desk

    Have the assurance that your environment is supported by a dedicated team of certified Ivanti Consultants. The Service Desk team is supported by our Senior Ivanti Consultants who have years of experience supporting many long-standing clients of the Neurons for ITSM platform

  • Incident Management

    Allow our certified Ivanti Consultants to expertly Troubleshoot, diagnose & resolve your Incident saving you time and resources. When necessary, we will log & manage your ticket with Ivanti Support or Operations.

  • Change Implementation

    Our N4ITSM Production changes follow an agreed Change Management Process to ensure the necessary Testing & Sign-off of configurations on your pre-production system. Agreed after hours execution and well as Post Implementation Support.

  • N4ITSM Upgrades

    2 planned UPGRADES per year. Save valuable time and reduce the risk of downtime by allowing our experienced and certified consultant to handle your on-premises product upgrades.

  • Self Service Portal

    Enjoy unlimited access to Self Service portal 24 Hour per day. Log your Request or Incident, Check the status or update your ticket anytime, stay up to date with the latest Announcement or consult our FAQ and knowledge articles.

  • After Hours Support

    Enjoy the peace of mind that we are ready to support you and your operations even outside of your primary Trading hours. We offer after hours Support for all Priority 1 & 2 N4ITSM incidents.

  • Health check

    Maintaining a healthy and functioning N4ITSM environment minimises the risk of critical Incidents that negatively impact your operations. We can help you reduce the risk of outages and critical incidents

  • Adhoc Administration & Enhancements

    Purchase optional Bundle of Hours and allow our certified Ivanti Consultants to help you execute on Adhoc request & Admin tasks. E.g. Request offerings, workflows & dashboards.

Support Contract Conditions:

  • Minimum duration
  • Minimum software version
  • Ivanti Recommended systems Architectural design
  • Controlled Admin Access

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