Service Tiers

Level 4
Program Management

Project Management

Upgrade Management

System Architecture & Roadmap

Business Analysis 8 Process Engineering

Level 3
System Administration

Health & Analysis

Monitoring & Alerting

License & Certificate Management

Patch Management & Cumulative Updates

Level 2
Application Enhancements

System Development

Enhancement Requests

Break/fix

Level 1
Administration

Escalations Support

Application Administration

Workflow/Process Administration

Service Tiers

  • Level 4 Program Management
  • Level 3 System Administration
  • Level 2 Application Enhancements
  • Level 1 Administration

Service Packages

ACTIVITIES L1 L2 L3 L4
Level 2 Escalations Support
Administration Break/fix
Development Break/fix
Administration Enhancement Requests
Development Enhancement Requests
Workflow/Process Administration
Major Incident Remediation
Unit Testing
System report creation
Custom report development
Major Incident Coordination
Problem Management
Level 1 End User Support
Monitoring 8 Alerting
Health & Analysis
Preventative Maintenance
Patch Management
License & Certificate Management
OEM / Vendor Management
Integration Management
Level 3 Escalations Support
Business Analysis 8 Process Engineering
Business Analysis for ROI/VOI
Project Management
System Architecture 8 Roadmap
Upgrade Management
Infrastructure Scoping
Test Case Management
Use Case Testing
Regression Testing
System Training
Communications Management
Security Penetration Testing
Business Continuity Management
Disaster Recovery Planning
Facilitate Steering Meetings and Management Activities
Participate in Meetings and Management Activities

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