Do you provide technical and customer support services?
Magnifi Group provides live telephone and email support from 7:30am PST to 5:30pm PST (Monday to Friday, excluding holidays). All calls and emails will receive a response within two (2) hours. Support calls received outside these hours will be responded to within two (2) hours of the following business day.
How do you track technical support requests?
All technical support requests are tracked utilizing our in-house support monitoring system. Requests are classified and prioritize according to the level of urgency as follows:
Level 1 – highest level – server down
Level 2 – mid-level – system accessibility, data corruption
Level 3 – low-level – system utilization
Resolution times are dependent on the issue.
How do you ensure communication and feedback?
The in-house support monitoring system is reviewed daily by the support manager to ensure all issues are being managed appropriately.
Level 1 issues are managed 24 x 7 x 365 – an automated notification is received by our support team when a server is down and a reboot is initiated within 15 minutes. If the problem persists the support team continues to work until the issue is resolved.
Level 2 and Level 3 issues are managed according to our standard response time. This is within 2 hours of receipt of the support request during regular office hours (Monday to Friday 7:30am to 5:30pm PST excluding holidays). Requests received outside of these hours will be responded to within 2 hours of the next business day.
What support plans are offered?
The minimum charge for support is $75 for 20 minutes of support time. Thereafter the charge is $37.50 for every additional ten minutes (or part thereof).
Email Support - support@magnifigroup.com.
Telephone Support - 858-273-2459
Support Plans
The following support plans are available:
Hourly Rate: $ 215.00
|
Hours per Month |
Gross Monthly Fee |
Discount |
Discounted Hourly Rate |
Discounted Monthly Fee |
|---|---|---|---|---|---|
Silver |
5 |
$ 1,075.00 |
7.5% |
$ 198.88 |
$ 994.38 |
Gold |
10 |
$ 2,150.00 |
12.5% |
$ 188.13 |
$ 1,881.25 |
Platinum |
20 |
$ 4,300.00 |
17.5% |
$ 177.38 |
$ 3,547.50 |
Platinum Plus |
25 |
$ 5,375.00 |
25.0% |
$ 161.25 |
$ 4,031.25 |
