S12 Global 

Standard Plan

World Class

Managed 

Services

13 hrs of AH 

phone support

24/5*

First & second 

line AH ticket  

escalation 

13 hrs support includes: 4 hrs of first line 

& 2nd line ticket escalation and BAU tasks. 

Backup checks, Server maintenance, 

Remote end user hardware/software support.

S12 Global 

Premium Plan

Premium includes all the

standard MSP services plus...

Senior engineer 

ticket escalation 

for servers and 

applications. 

S12 Special

Projects

Dedicated Project

Engineer from

start to finish.

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SPHERE12 Global Standard Plan

Sphere12 is ideally positioned to support our northern hemisphere MSP clients with after-hours IT support. Based in Auckland, New Zealand – we can work 'the night shift' on your behalf, using the time difference to provide high-quality phone and IT support to your clients.

 

Does your company promise 24/5 IT support to your client base? Sphere12 can help you meet your contractual obligations. We process all support queries through your established ticketing system, ensuring a seamless workflow.

 

Our standard AH package provides 13 hrs of AH phone support, including 4hrs of BAU or process-driven tasks per day.  Sphere12 staff are ready on a PC to take any AH calls from your customers. Don’t tie up your valuable employees doing routine admin during the morning peak. We can look after basic tasks such as backup checks and server patching/maintenance, allowing your support team to answer customer phone queries.

 

Avoid Service Disruption

 

A busy day-time case-load means backups, patching and other tasks often get overlooked or postponed.  Let Sphere12 handle your routine jobs and tasks such as installing an application on a user’s PC overnight.

 

Software installation and updates can be disruptive when carried out during business hours. Book the job in with Sphere12 and our engineers can complete the task after hours—minimising any holdups for the end-user.

SPHERE12 Global Premium Plan

We offer additional support for MSP’s that wish to provide higher levels of after-hours engineering support.

Support tickets tend to fall into three levels:

 

  1. A quickly resolved issue that takes 15 minutes or less

  2. A more involved query that can often take an hour to resolve

  3. A complex problem that requires higher-level engineering support.

 

For clients on our premium plan, we offer ticket escalation, where we tackle those cases that require more time or resource to resolve than can be spared during regular business hours. The issue could require a server reboot or other work that we can carry out for you after hours. The S12 team can complete the task overnight, avoiding costly overtime and easing the workload on your staff.

SPHERE12 Special Projects

Our third offering is project work. We can carry out specific assignments for you or outsourced by your clients.

We specialise in Azure cloud service implementation and maintenance, Microsoft Teams support, VOIP provisioning, networking and many other services.

 
 
 
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