RPA Support & Managed Services

Bronze - Managed Services 9 am EST to 5 pm EST from Monday to Friday ~ L1, L2, L3 Production Support ~ Checking daily to see if all processes are running ~ Responding and resolving to tickets raised by business ~ Creating support documentation for frequently asked questions ~ Verifying and cross-checking exception reports and emails that are sent by the business ~ Monitoring & reporting (Rejections, Exceptions etc.) ~Assisting business in error resolution and Bug fixes ~ L1 support capped at 1 resource during support hours, L2 capped at 20 hours per month, and L3 capped at 5 hours per month

Silver - Managed Services 7 am EST to 7 pm EST from Monday to Friday ~ L1, L2, L3 Production Support ~ Checking daily to see if all processes are running ~ Responding and resolving to tickets raised by business ~ Creating support documentation for frequently asked questions ~ Verifying and cross-checking exception reports and emails that are sent by the business ~ Monitoring & reporting (Rejections, Exceptions etc.) ~Assisting business in error resolution and Bug fixes ~ L1 support capped at 1 resource during support hours, L2 capped at 30 hours per month, and L3 capped at 10 hours per month

Gold - Managed Services 7 am EST to 7 pm EST from Monday to Sunday ~ L1, L2, L3 Production Support ~ Checking daily to see if all processes are running ~ Responding and resolving to tickets raised by business ~ Creating support documentation for frequently asked questions ~ Verifying and cross-checking exception reports and emails that are sent by the business ~ Monitoring & reporting (Rejections, Exceptions etc.) ~Assisting business in error resolution and Bug fixes ~ L1 support capped at 1 resource during support hours, L2 capped at 50 hours per month, and L3 capped at 20 hours per month

Platinum - Managed Services 24/7 Managed Services ~ L1, L2, L3 Production Support ~ Checking daily to see if all processes are running ~ Responding and resolving to tickets raised by business ~ Creating support documentation for frequently asked questions ~ Verifying and cross-checking exception reports and emails that are sent by the business ~ Monitoring & reporting (Rejections, Exceptions etc.) ~Assisting business in error resolution and Bug fixes ~ L1 support capped at 1 resource during support hours, L2 capped at 80 hours per month, and L3 capped at 40 hours per month