Technical Support
MatrixC provide our customers technical support which is to service all our customer who need help and to reduce their cost on IT Operations. Hence they can have fully concentrate on their own business without worrying about IT support.
Support Value
Certified Engineers
Help Desk & Live Chat Service
Onsite and Remote Support
Customized Support and Managed Services
The Following Support Priorities and Target Response Time
TICKET PRIORITY P1
High Impact
Service is unusable in Production. Affects the majority of end users; and is mission critical and there is no workaround available.
Initial Response within the first 60 minutes and is targeted to be resolved within 2-4 hours.
TICKET PRIORITY P2
Medium Impact
Service partially impaired. Affects only a minority or users and there are workarounds available.
Initial Response within 4-hours and is targeted to be resolved within 3-5 working days.
TICKET PRIORITY P3
Low Impact
No effect on productivity or unsupported software.
Initial Response within 1-2 days and will be resolved on a best effort basis.
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