Allin’s Support Assurance Program (ASAP) ensures immediate access to qualified technical experts to help you resolve issues and provide solution assistance and strategic advice on operational challenges.
The program was designed specifically to address four common issues with current enterprise support options:
- Slow response by Microsoft’s support and escalation procedures
- Technology vendors not being attentive to short term, quick-hit support needs post-solution deployments
- Internal teams being staffed well for day-to-day needs but at times needing outside expertise for reasons that are often unpredictable
- Current vendor expertise being confined to SharePoint-limiting service capabilities outside the solution
Through this program, you will be given access to all technical capabilities of Allin resources, not just our SharePoint team. This is a cost-effective way to staff expertise for short-term needs thus the ASAP solution provides more ways to get value from your support dollars.
- Hours can be used on many activities, not just support and trouble tickets. This allows the organization to take full advantage of allotted time.
- Resolved issues and changes are documented for knowledge transfer to your team. This provides training opportunities and resolution steps in case the issue happens again.
How It Works:
- We learn your environment. You meet our team.
Most of our clients register for Allin’s Support Assurance Program after we deploy their solution. If this isn’t the case, Allin spends time learning your business, goals, initiatives, applications and environments where support may be needed. Quarterly reviews are scheduled to keep information current.
- We craft a Service Level Agreement (SLA) to your specifications.
Your organization and Allin enter into an agreement under which Allin provides a set amount of hours in a given month with three-month rollover periods. These hours provide access to any type of expertise needed in order to resolve an issue, advise on strategic direction, work on a system enhancement or any request you have.
Areas of our expertise are clearly defined during initial discussions to ensure expectations can be met and that the program is a good fit for your environment. The agreement covers response times, team contact information and anticipated support needs, ensuring availability to meet the agreed Service Level Agreement.
Pricing:
By-design pricing must be unique to each contract. Some clients only require five hours per month, while other client agreements require more than one full time equivalent (FTE) supporting multiple initiatives and environments in a given month.