A Managed Services Support Tier for Everyone

Last week, we discussed how RPI empowers clients through custom managed services agreements. These can be modified in a variety of ways, including varying Support Tiers based on your needs, ranking from Tier 1 (basic help desk support) through Tier 3 (custom development, coding, proactive monitoring, and maintenance). Each tier can be adjusted or further customized to what works best for your organization. These agreements are available for any of the enterprise software solutions RPI specializes in, including (but not limited to) Infor CloudSuite, legacy Lawson software, Perceptive Content, Brainware, and OnBase, in addition to others. 

Do you have a custom requirement? Let’s talk about it. Whether your services must be delivered onsite or offsite, or you want full-time, part-time, or ad-hoc support, we can help. RPI provides complete application management and can become an extension of your existing IT team, executing only some (or all) of your application management tasks.  

In conjunction with your team, we’ll design a program to fit your goals and budget by evaluating your needs and generating a plan that delivers value. Regardless of support tier, you will find that any reported issues are handled in a manner consistent with their urgency. Our team uses a priority-based triage model, which includes analysis around the potential down-line impact of an issue to determine the level of urgency. 

For example, if there is an impact to end users, the bottom line, or production, are you going to be able to get your products or services out today? Is this issue stopping someone from doing their job? The answers to questions like these can help determine how quickly something needs to be resolved, although response and resolution times can also be front-lined upon request. 

Please join us next week as we discuss our processes around OCR training and Learnset creation for managed services clients! 

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