TECHNICAL ASSISTANCE AND SERVICE LEVEL AGREEMENTS

• Provide technical assistance and problem resolution support via remote VPN service or onsite
• Help you improve performance and maintain continuous operation of your organizational IT infrastructure
• Provide support for your daily needs, plus performance and growth strategies
• Offer a single point of contact for problem and issue resolution
• Provide a Web-based single point of entry to critical performance and management information, plus problem tracking and support services

Operations services
Operations services enable you to offload to HiQ a variety of basic equipment maintenance services, such as server reboots, tape mounts or swaps, and server status checks. With our onsite resources, operations services can help you avoid sending staff to perform these routine tasks. Services are measured in "events," which are purchased in prepaid blocks of five per site, per month.

Technical assistance
Technical expertise is just a phone call away any time you need help. Whether supplementing your remote staff or acting as your principal support team, HiQ resources can be deployed for everything from systems administration to problem management and resolution. Services are purchased in five-hour blocks per month, per site, or on an as-needed hourly basis billed in 15-minute increments.

Service level agreements
Service level agreements (SLAs) are a standard element of HiQ's managed infrastructure solutions. We offer a variety of network performance SLAs that cover the network infrastructure and its connectivity to multiple Internet providers. Our availability SLAs monitor server and other infrastructure devices, Web sites and transactions for accessibility and uptime. Our transaction availability SLA provides coverage for the full scope of managed devices in your hosting environment, including front-end Internet devices and back-end intranet-facing devices (application, transaction and database servers). The actual commitment levels of SLAs included with your solution depend on the managed infrastructure, level of redundancy, and the hosting services you choose to implement.