Our managed services offerings are made up of two elements, the first is a monthly retainer. This is based on the complexity and size of your IBM Cognos platform and covers routine monitoring, backups, maintenance of security systems, server anti-virus and first-line helpdesk support.
The second part is the support hours pack. These are typically sold in 50 hour packs and are used up in a wide variety of ways such as:
- Maintenance and remediation of problems with the software / platform
- Fix packs and Software updates to the IBM Cognos products and underlying infrastructure (not including version upgrades).
- Data recovery and ad-hoc backups
- Enhancements to the system
- Upgrade Planning