As its name suggests, when major incidents occur, you call IT experts to diagnose and fix IT issues. The cost of break or fix services is usually per hour or incident.

With fast responses and ISO-certified processes, break-or-fix services from third parties like Spinnaker Support can help keep your applications at peak performance.

• Tier 0: Includes self-service and automated processes that support users and connect them to relevant personnel.
• Tier 1: Includes service agents who provide first-line support for service requests. They solve recurring minor issues, and if they can’t fix the problem, they’ll escalate to tier 2 support.
• Tier 2: Consists of technical and application management teams with more specialized technical knowledge and skill sets. They handle escalations from tier 1 personnel.
• Tier 3: Consists of a development team or vendor support. Tier 3 support resolves only the most complex issues. After the problem is fixed, they notify the tier 2 and tier 1 teams, who close the ticket.
• Tier 4: Unresolved issues beyond your organization are escalated to external support.

Unlike traditional software support, managed services are ongoing IT support that doesn’t depend on triggers from service tickets. Using managed services, your company can delegate specific IT tasks, allowing IT staff to focus on higher-priority projects.

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