The extended support service handles critical error situations including category Level 1 (blocker) and Level 2 (major error) deficiencies.
Powel Support will keep dedicated 1st line Powel Support personnel available for customers to contact at any time . If needed, the 1st line support consultant will call out 2nd line or 3rd line support personnel to solve the customer’s incident according to the agreed extended Service Level Agreement (SLA.) We offer two levels of service; both include extended service hours implemented as an on-call service, improved response and resolution times, and service level reporting.
Two levels of extended service is available:
15/7: 15 hours, 7 days a week including weekends and public holidays (e.g. 07:00 to 22:00)
24/7: 24 hours, 7 days a week including weekends and public holidays
Service Quality Plan and Report
The plan describes the practicalities of how Powel works with the customer. The plan reflects the current status of the agreement between Powel and the customer. Powel will regularly send a standard SLA report with an overview of last month’s activity.
Service Review Meetings
Regular online or physical meetings between customer and Powel to discuss Maintenance Service status.
Would you like to know more? Get in touch to discuss your needs and available options:
email@example.com or (+47) 73 80 45 10