The definition of large company is not set in stone. A suitable plan is available both for companies with 50 users and companies with 5,000 users. 

The support service for large companies is for you if:

  • your own IT resources are not enough 
  • you need the help of experts in short term, for one project (management, development, growth and updating process)
  • you have business-critical systems that require special attention and maintenance 
  • you need technical problems solved quickly and professionally 
  • you need additional feeling of security to sleep better at night.
     

IT support packages

Enterprise Support

hours hours
per year
annual price monthly price
Support package 10
Mapping of the current situation 10 120 € 6,000 € 500
Consultation & development suggestions
Pro Support package 15
Mapping of the current situation 15 180 € 9,900 € 825
Consultation & development suggestions
2nd level of support service 8.00 a.m. to 6.00 p.m.
Pro Support package 15+
Mapping of the current situation 15 180 € 9,900 € 825
Consultation & development suggestions
2nd level of support service 8.00 a.m. to 6.00 p.m.
+ User support service 13€ per user x12 13€ per user
Pro Support package 26
Mapping of the current situation 26 312 € 15,600 € 1,300
Consultation & development suggestions
2nd level of support service 8.00 a.m. to 6.00 p.m.
Pro Support package 26+
Mapping of the current situation 26 312 € 15,600 € 1,300
Consultation & development suggestions
2nd level of support service 8.00 a.m. to 6.00 p.m.
+ User support service 13€ per user x12 13€ per user
Adv Support package 15
Mapping of the current situation 15 180 € 16,200 € 1,350
Consultation & development suggestions
2nd level of support service 24/7
Technical support
SLA max 2h
Trainings for the main user and end users
Adv Support package 15+
Mapping of the current situation 15 180 € 16,200 € 1,350
Consultation & development suggestions
2nd level of support service 24/7
Technical support
SLA max 2h
Trainings for the main user and end users
+ User support service 10€ per user x12 10€ per user
Adv Support package 26
Mapping of the current situation 26 312 € 21,840 € 1,820
Consultation & development suggestions
2nd level of support service 24/7
Technical support
SLA max 2h
Ignite pass
Trainings for the main user and end users
Adv Support package 26+
Mapping of the current situation 26 312 € 21,840 € 1,820
Consultation & development suggestions
2nd level of support service 24/7
Technical support
SLA max 2h
Trainings for the main user and end users
Ignite pass
+ User support service 10€ per user x12 10€ per user

 

Mapping of the current situation*

Mapping of business requirements
Identification of the requirements of company
Establishing a vision for the future
Mapping of issues
Mapping of the IT solutions that are currently used
Result of mapping of the current situation: first assessment and next steps
*If the first mapping is not sufficient, move on with audit

 

Consultation*

Introduction of new products
Strategic activity plan: Overview of new developments in the IT area
How to migrate into cloud?
Sharing the best practices and recommendations
Help with Microsoft licensing and trainings
Help with implementation of Microsoft Teams
Detailed analysis if required
Creation of project plan
Main user trainings
2 sessions 2h per month 
*Consultations to be agreed in advance; SLA 72h

 

2nd Level Support*

Support service for server, network and server services
Microsoft 365 helpdesk support service
Support service of cloud services
IT Manager and consultation service
Support service for consolidation and connection of systems
TABLOO intranet support service
Escalation of problems to Microsoft and help via Microsoft Advanced Support
*Not included: Migration and implementation of IT services; end user trainings; setup and optimization of network and servers

 

User Support Service

O365 admin
Device management
max 24h SLA

 

Technical Support

Analysis of infrastructure
Consultation of architects of Microsoft (online)
Primend Azure support service
Management of solving of technical errors resulting from the Microsoft services by Primend*
Proof of Concept
*Primend can guarantee response time on their part and provide to the client SLA time guaranteed by Microsoft under the Microsoft Advanced Support package

 

Microsoft Advanced Support:

Microsoft Advanced Support provides partners with prioritised IT support and access to the architects of Microsoft. Under the programme, Primend can provide prioritised IT support to Microsoft products and consultations on cloud services using the architects of

*Primend can guarantee response time on their part and provide to the client SLA time guaranteed by Microsoft under the Microsoft Advanced Support package

Response time of Microsoft to fault notifications:

A - Critical (goal: first response in 1hour) B - Urgent (goal: first response in 2 hours) C - Important (goal: first response in 4 hours)
One or more of the services are not usable or accessible. Production, process and project deadlines suffer greatly or the impact on productivity or company profit is great. Several users and services are impacted The service is unusable, halted. Impact to business is medium and it is possible to deal with it within a working day. One user, service, client is impacted Minimum impact on business. The problem is important for the client but does not currently impact the service or productivity much. One user experiences the error but it is still possible to work
PS! Microsoft Advanced Support does not include 24/7 support.

 

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