3RT Networks appreciates the opportunity to work with your company or organization and assist in supporting its IT infrastructure. Below is a summary of the items that are included in the 3RT Support Agreement:
3RT will use third party remote agent-based monitoring tools, installed on Customer’s IT systems to provide visibility into Customer’s IT systems. These monitoring tools may leverage email, and direct ticketing to alert 3RT of incidents or problems with Customer’s IT systems, unless Customer chooses to opt out. When an alert notification is received by 3RT, Customer agrees to allow 3RT to use best practices and judgement to determine if an alert requires immediate attention, or if the resolution can be scheduled. If 3RT determines that the alert requires immediate attention, 3RT will open a trouble ticket and commence remediation efforts and attempt to notify Customer as soon as practicable. Remediation work performed by 3RT (whether immediate or scheduled) is considered an Extended Service and is a billable event. Example systems to be included in proactive system monitoring:
To maintain a secure and productive IT infrastructure, 3RT will implement a system maintenance process. This process covers all systems and is conducted on quarterly or annual terms, depending on manufacturer best practices.
There are two steps to the system maintenance process:
No remediation changes are made without customer communication. The remediation phase of the system maintenance process is a billable event.
Work directly with 3RT Certified Engineers for personalized support and assistance. Get the help you need, when you need it, as often as you need it. 3RT will provide phone, remote and/or on-site support for the following on a time and materials basis:
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