Support

Support

Technical support

Ghost Protocol provide various level of SLA contract that meet different client requirements from normal operation to mission critical operation. Our support is prompt and our team is experienced in different level of security solution. We offer support through well-trained, professional, and committed staff, and have confidence that our client appreciates honesty and transparency in handling case reports. Ghost Protocol provide 6 level of SLA as following: 

VIP ELITE LEVEL

  • First level of support via telephone calls. Dispatch person onsite within 2 hours.
  • Unlimited incidents per year with 24X7 with 2 hours response time for Priority 1 and Priority 2 incidents and 4 hours for lower priorities.
  • 12 Preventive maintenance visits per year based on advanced agreed schedule.
  • Access to training and consultation services.
  • Remote Monitoring Services (Managed Services).
  • VIP workshop events.
  • Dedicated team.

PREMIUM LEVEL

  • First level of support via telephone calls.
  • 52 incidents per year with 8x5 with 2 hours response time for Priority 1 and Priority 2 incidents and 4 hours for lower priorities.
  • 12 Preventive maintenance visits per year based on advanced agreed schedule.
  • Access to training and consultation services.

SILVER LEVEL

  • First level of support via telephone calls.
  • 24 incidents per year with 8x5xNBD for Priority 1 and Priority 2 incidents and 2 business days for lower priorities.
  • 6 Preventive maintenance visits per year based on advanced agreed schedule.

BRONZE LEVEL

  • First level of support via telephone calls.
  • 12 incidents per year with 8x5xNBD for Priority 1 and Priority 2 incidents and 2 business days for lower priorities.
  • 4 Preventive maintenance visits per year based on advanced agreed schedule.

ON CALL  LEVEL

  • First level of support via telephone calls.
  • On Call incidents with 8x5xNBD for Priority 1 and Priority 2 incidents and subject to availability for lower priorities.
  • Cost is based on hours of service.

CUSTOM  LEVEL

  • First level of support via telephone calls.
  • Number of incident and response time and location is discussed.
  • Any extra conditions.
Case Priority
Priority
Definition
Priority Definition

Priority 1

The System is down or there is a critical impact to SFMC’s business operation. 

Priority 2

The system performance is severely degraded, or significant aspects of SFMC’s business operations are being negatively impacted by unacceptable system performance

Priority 3

The system operational performance is impaired while most business operations remain functional.

Priority 4

Information or assistance is required on physical security product capabilities, installation or configuration. There is clearly little or no impact to the end user business operation.