Service Levels · ANKO MSP | IT Managed Service Provider

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

Service Tiers