Support Coverage.

Documentation/Onboard Package

Remote AccessRemote access allows our engineering team to immediately troubleshoot & remediate issues effecting your environment.

Technical Phone Support

Support Portal Access Access to Rutter web based Support Portal for online reporting & ticket creation.

Emergency Onsite Support

Rutter engineers will respond onsite to a request for emergency assistance. This assistance can be used to remediate & troubleshoot mission crit ical issues affecting your environment.

Assigned Support Engineering TeamRutter wil l provide a dedicated technical support team assigned to your account. This team will consist of up to 3 solution engineers.

Configuration AssistanceThis service provides customers with basic configuration assistance and recommendations on existing, supported infrastructure.

Technical Account Manager (TAM)

A Senior level technical resource that is familiar with all aspects of your supported environment wil l be dedicated to your account. Your TAM is an escalation point and overall issue owner for all support issues and will help lead future technical discussions impacting your environment.

BRONZE SILVER GOLD

8AM - 5PM 8AM - 5PM 24/7

8AM - 5PM 24/7

Optional Add-Ons

Onsite Proactive “Health Check”

This service will provide you with proactive onsite visits on a pre-scheduled basis. Days will be scheduled during normal business hours between 8:00 AM – 5:00 PM M-F.

Proactive Health and Availability checks

Enterprise review

Infrastructure review and analysis

Consulting Services

Block Consulting

Our consulting team is comprised of senior level engineers and industry veterans that employ a proven methodology to match technologies that wil l meet your overall business objectives.

Co-Managed Services

Rutter’s co-managed service provides ongoing engineering assistance throughout your IT infrastructure. This service eliminates the burden of routine IT management to allow your team to focus on business critical objectives.

Monitoring

Rutter’s monitoring service in collaboration with our co-managed offering provides your organization with an automated, holistic view of your infrastructure's health and availabil ity which will provide maximum value to your end user's experience.

Through multiple closely-knit relationships established with leading Vendors, our rapid response team will provide technical telephone support with a single point of contact for your support related issues.

Immediate to 20 Minute Response from Rutter Engineering Support team

Full documentation package including:

Devices CoveredTechnologies Covered

Visio/Diagrams Engagement process