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Managed Services - Response Times...

Hello:
I have been around the web and have encountered several SLA's (Service Level Agreements) with Support Response windows ranging from 1 hour to 8 hours for critical situations. and up to 48/hrs for for medium level customer support needs. Does anyone have any insight or experience as to what a decent critical response time should be?

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Montoya

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eitconsulting

ASKER

Thank you for the great response! The support is for general Help Desk support requests. I was contemplating a similar option such as the one you proposed --a faster response time to the problem as an optional yet, with a more premium rate. An ASAP phone call is definitely a given to all service requests.
Does Crossloop have limitations as to how many remote computers can have its software installed? In other words, does Crossloop require that I purchase an installation for each computer that will be remotely accessed?

Montoya

Not that I know of. The basic client is free. I pay a little extra for their premier service which gives me a hub for clients to connect to me and some invoicing and payment tools.

eitconsulting

ASKER

Does Crossloop enable you to access your clients' machines without your customer's physical presence in front of their computer or do they have to be in front of their computers each time remote access to the system is required?
I'm looking to switch my remote utility software after my current version 7 of Teamviewer becomes more archaic. I paid a hefty fee to use a paid version of Teamviewer --just two months before Teamviewer upgraded their software version to 8 and requested another hefty fee from me before I could upgrade to their latest 8 version.