Levels of Service

Our APO model offers 3 types of service level support; Premium, Premium Plus, and Elite. The table below shows some of the key elements in regards to the 3 levels of service available to Clients:


Features

First Response Time
  • Tier 1: Basic Tickets
  • Tier 2: New Basic &
    Escalated Complex Tickets
  • Tier 3: New & Complex Tickets
  • Min. Total Dedicated Time
  • Project Review Meeting Frequency
  • KPI Report Frequency
  • Email Support
  • Phone Support
  • Dedicated Phone Support
  • DB Deployment Management
  • Resource Request
  • Reconciliation Upgrade Analysis
  • Batch Job Re-Architecture
  • Batch Job Custom Integration
  • Reports Development
  • Master Data Management

Premium

Premium
  • Premium
  • Premium

  • Premium
  • 40 Hours per month
  • Quarterly
  • Monthly

Premium Plus

Premium Plus
  • Premium Plus
  • Premium Plus

  • Premium Plus
  • 80 Hours per month
  • Monthly
  • Monthly

Elite

Elite
  • Elite
  • Elite 

  • Elite
  • 160 Hours per month
  • Bi-Monthly
  • Weekly

First Response

This is the response to acknowledge receipt of the request and information on who the client’s point of contact is for their particular ticket. It will be communicated by support personnel either via email, phone or in-person. First Response time is targeted with 97% accuracy.

Average Speed to Respond

We also measure the average time between follow-up communications for more complex tickets. Our objective is to assure and inform the client that we are actively researching the ticket whether internally or in collaboration with their support team.