Summary
This document is a guide detailing the Support and Managed Services offered by Black Box. It outlines the various service packages available, ranging from basic support to comprehensive plans designed to provide reliable and consistent assistance while simplifying the management model. The guide explains that all service packages include access to 24/7 Global Response Centers, which serve as the first line of defense for incident and performance remediation. Additionally, it describes how layered services such as monitoring, backup, and request management contribute to day-to-day operations, ensuring predictable spending and lower operational costs. The document emphasizes the alignment of these services with ITIL V4 standards and the use of ServiceNow for managing incidents and service requests, which enhances visibility and communication throughout the support process. Furthermore, it mentions collaboration with leading manufacturers to ensure effective support.
