SMB Express Support Overview


Features / Packages		 Express 50
 Express 100
 Express 250
 Express 500
Call Volume (Up to) 50 Incidents/Mo 100 Incidents/Mo 250 Incidents/Mo 500 Incidents/Mo
Hours of Coverage 8 hours 10 hours 12 hours 16 hours
Price Per Month Call for price Call for price Call for price Call for price
Days of Coverage Mon-Fri Mon-Fri Mon-Fri Mon-Fri
Weekend Coverage Option1 - √1 √1 √1
5x24x365 Coverage Option2 - - √2 √2
7x24x365 Coverage Option3 - - √3 √3
Access Help Desk via Phone √ √ √ √
Access Help Desk via Email √ √ √ √
Service Levels (SLAs)
Average Speed of Answer ≤ 180 sec ≤ 120 sec ≤ 90 sec ≤ 60 sec
Average Abandon Rate ≤ 10% ≤ 8% ≤ 7% ≤ 6%
Email Response Time ≤ 4 hours ≤ 4 hours ≤ 2 hours ≤ 1 hour
Support
Access to Tracking System 1 licensed user 1 licensed user 2 licensed users 2 licensed users
Branded Toll-Free # √ √ √ √
Remote Control by Agents √ √ √ √
Active Directory by Agents √ √ √ √
Password Resets √ √ √ √
MS Office XP/03/07/10 √ √ √ √
MS Outlook XP/03 √ √ √ √
Internet Explorer 6.0+ √ √ √ √
VPN (client side) √ √ √ √
Virus Protection(client)4 √ √ √ √
Network Connectivity(client) √ √ √ √
General PC hw diags √ √ √ √
Windows XP/2007 √ √ √ √
Top 10 FAQs5 √ √ √ √
Reporting
SLA Assessment Report √ √ √ √
Category Report √ √ √ √
Volume By Location Report √ √
One-Time Setup Fee Required √ √ √ √

1,2,3Price subject to change with weekend, 5x24 and 7x24 coverage options selected.
4Re-installs and update assistance. 5Top 10 FAQs/answers to be defined