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ASSIST Service Matrix
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Flexi Support
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Complete IT Support
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Virtual IT Support
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Business Days Support (8:30 am - 5:30 pm)
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Yes
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Yes
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Yes
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Extended Hours Support (8:00 am - 8:00 pm, 7 days)
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Yes
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Yes
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Complete Coverage (24 x 7 x 365)
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Yes
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Infrastructure and Server Monitoring (24 x 7 x 365)
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Yes
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Yes
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Service Methodologies
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Incident Management
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Yes
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Yes
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Yes
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Problem Management
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Yes
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Yes
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Availability Management
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Yes
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Yes
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Change Management
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Yes
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Yes
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Release Management
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Yes
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Capacity Management
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Yes
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Service Continuity
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Yes
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Configuration Management
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Yes
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IT Management Toolsets
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Service Desk Software
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Yes
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Yes
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Yes
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Self Service Portal
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Yes
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Yes
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Monitoring and Alerting
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Yes
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Yes
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Support Services - Remote
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Workstation Support
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Yes
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Yes
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Yes
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Server Administration
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Yes
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Yes
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Yes
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Network Administration
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Yes
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Yes
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Yes
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Support Services – Onsite
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Workstation Support
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Yes
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Server Administration
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Yes
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Network Administration
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Yes
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Scheduled Preventative Management
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Yes
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Yes
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Professional / Installation Services
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Workstation
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Limited
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Server
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Limited
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Network
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Limited
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Service Management
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Service Level Agreement
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Yes
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Yes
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Service Reporting
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Yes
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Yes
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IT Documentation & Procedures
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Yes
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Yes
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Asset Management
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Yes
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Yes
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Third Part Service Provider Management
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Yes
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IT Service Management
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Yes
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Day to Day Management
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Yes
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Auxiliary Services
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Transition Services
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Yes
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Yes
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Backup and Recovery
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Yes
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Yes
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Yes
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Security Management
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Yes
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Yes
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Software Licence Management
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Yes
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SOE Development
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Yes
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Harmful Code Detection and Prevention
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Yes
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Yes
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Strategic Planning
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Yes
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Moves Adds and Changes
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Limited
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IT Procurement
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Yes
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Yes
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Yes
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Service Catalogue
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Yes
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Continuous Improvement
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Yes
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Project management
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Limited
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Internet & Email Admin & Support
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Yes
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Storage Management
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Yes
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