Technical Support

MatrixC provide our customers technical support which is to service all our customer who need help and to reduce their cost on IT Operations. Hence they can have fully concentrate on their own business without worrying about IT support.

Support Value

Certified Engineers

Help Desk & Live Chat Services

Onsite and Remote Support

Customized Support and Managed Services

The Following Support Priorities and Target Response Time

TICKET PRIORITY P1

High Impact

Service is unusable in Production. Affects the majority of end users; and is mission critical and there is no workaround available.

Initial Response within the first 60 minutes and is targeted to be resolved within 2-4 hours.

TICKET PRIORITY P2

Medium Impact

Service partially impaired. Affects only a minority or users and there are workarounds available.

Initial Response within 4-hours and is targeted to be resolved within 3-5 working days.

TICKET PRIORITY P3

High Impact

No effect on productivity or unsupported software.

Initial Response within 1-2 days and will be resolved on a best effort basis.

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