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"We plan for your technology, you plan for your business."
Support Levels Comparison Level
1		 Level
2		 Level
3
       
Documentation & Agreement      
Free of charge Pre-agreement site survey • • •
Free of charge comprehensive Network configuration documentation • • •
First line support for the entire network • • •
Assistance in budget planning – flat on-going quarterly charge for support • • •
       
Support Function      
Experienced Meridian Analyst support provided by telephone, fax & email • • •
Full call logging, referencing and tracking, incident management • • •
Single point of contact – Meridian to liaise with third party suppliers • • •
Resolved calls closed only upon agreement with the customer • • •
Structured call escalation and follow up • • •
Meridian helpdesk remote access facility installed FOC • • •
Assistance in data restoration and disaster recovery • • •
Chargeable on-site call out (8 hour response) •    
Chargeable on-site call out (4 hour response)   • •
4 hour response to all queries • •  
2 hour response to all queries     •
Mobiles and handheld devices     •
       
Site Visits      
One free of charge engineer site visit per year •    
Two free of charge engineer site visits per year   •  
Three free of charge engineer site visits per year     •
Inclusive Remote Support (minutes per month) 60 90 120
       
Review Procedure      
Annual Review Meeting & system appraisal •    
Quarterly Review Meeting & system appraisal   •  
Monthly Review Meeting & system appraisal     •