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WaterWare Internet Services offers customized levels of support for its customers based on their unique needs and level of Internet Systems Engineering expertise. Some customers prefer fully managed services for their Web applications while others are comfortable with assuming a more hands-on role.
The Platinum Service package is designed for our customers who will use at least 10 hours of support per month. By choosing this package the customer receives a discount on their per incident rate. At the other end of the spectrum we have the Basic Service package, which provides the same quality of service as the Platinum package, but is designed for customers who require a lower level of support.
All Service packages include 24 X 7 Web site monitoring and technical support. Included with this service is automated testing of the Web site every 5 minutes to ensure that the Web site is online and functioning properly. If a problem is detected, WaterWare personnel will take appropriate measures to get the site back online and fully functional as soon as possible. As per our Service Level Agreement (SLA), an escalation procedures document, developed jointly with Customer, will be used to specify when Customer contacts should be notified during or following an incident.
| Package Type |
Included Support Service
(Hours/Month) |
Discount |
| Platinum |
10 |
15% |
| Gold |
4 |
10% |
| Silver |
2 |
5% |
| Basic |
0 |
- |
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