In order to achieve a fully supported model, a number of alternatives are possible for each client. As such, Runge will deliver a support priority level that will ensure a proper response and resolution time is achieved.
Below is an example of the different priority levels:
| Priority Level |
Description
| Response |
|---|---|---|
|
Urgent |
This is critical and requires urgent attention. It is seriously affecting ability to carry out day-to-day activities, or is interrupting the flow of business and there is no immediate work around. |
0 – 8 hours
|
|
High
|
This is affecting ability to carry out day-to-day activities, or is interrupting the flow of business, but we have an interim work around. |
0 – 8 hours |
|
Medium |
This is not affecting ability to carry out day-to-day activities nor is it interrupting the flow of business, but it is annoying. |
0 – 8 hours |
|
Low |
Request for information / How do I? |
0 – 40 hours |
Runge also offers clients a range of support models that range from the following:
- Full 24/7 support: Customers will be able to obtain support on a continuous basis. Essentially, permanent resources will be allocated and on call for use within a client. If desired, a scale of response times can be structured to set this expected response time and level of detail.
- Dedication of regular hours: Customers will be able to obtain support from a dedicated resource allocated for the client. This resource would be available during regular business hours only.
- Shared regular hours: Customers will be able to obtain support from a shared resource allocated to a number of Mining Dynamics customers. This resource would be available during regular business hours only.
- Packaged/ad-hoc: Customers will be able to pre-pay for a specified parcel of support hours and use these on an as-needed basis. Once the hours are consumed, an additional package can be purchased. Depending on the package price, differing levels of time coverage and response time can be negotiated.
- Unpackaged/ad-hoc: Customers will be able to access support on a pay-per-use, as-needed basis, depending upon support staff availability. Using this means, limited coverage outside of regular hours can be offered and response times will be difficult to vary.