Jakub Jirsk - Fotolia
It is almost a year since Ingram Micro acquired Comms-Care and in the months that have followed the firm has continued to develop its service offerings.
Back in January Comms-Care launched a range of Surface services to support the Microsoft hardware and has now turned its attention to the software side of the equation.
The firm has launched a tiered FLEX Software Support services option that gives remote support on an ad hoc basis that will help resellers plug urgent gaps for their customers.
The FLEX offering provides centralised call logging and management, technical support via the phone, email and remote access and incident reporting.
There are three levels: Standard, Hybrid and Premier with the level of support increasing for each tier.
“We constantly strive to create propositions that enable our channel partners to provide flexible, high quality, value added services to their customers which is why we have restructured our FLEX Software Support services portfolio. The different tiers make it easy for the channel to choose a service level that matches their customers’ needs," said Simon Day, professional services director at Comms-care.
“Feedback from our partners confirms that they appreciate having access to high quality and reliable services without necessarily carrying the costs day in day out," he added.
The channel can purchase support agreements, sold in 30 minute increments, ahead of time and then use them when required as long as it is within 12 months.
The three tiers
FLEX Standard: provides multi-vendor remote support via telephone and email for a range of core and advanced products, with 3 levels of service hours from standard business hours to 24x7.
FLEX Hybrid: adds support on a 24x7 basis by default with the ability to escalate an incident to Microsoft Premier Support where Comms-care is unable to resolve an issue internally.
FLEX Premier: covers Microsoft products only and offered on a 24x7 basis. Incidents are logged by Comms-care but are then passed directly to Microsoft Premier Support to resolve.