RoundTable Support Services (RTSS)  is a multi-faceted, customized IT support solution provided by Red Paladin. The RTSS team consists of support professionals from varying backgrounds and levels of expertise. Many times, RTSS can avoid the timely and costly effort of contacting a manufacturer regarding a particular issue, and instead RTSS creates an in-house solution that is more customizable to customer’s needs. The solutions provided by RTSS may include enhancements, software fixes, or customizable patches that cater to a specific customer environment. This makes implementation of a particular solution easier, less time consuming, and less expensive. RTSS seamlessly integrates support between platforms and products utilizing the multi-vendor coordination aspect included in the support offering. 

RTSS Customers will be assigned a Technical Account Manager (TAM) who will be the single point of contact. The TAM will focus on Initiative Services, Technical Consulting, and Account Management Services to help prevent problems and increase system availability. RTSS customers will also be provided access to Support Professionals (SP). The SP will provide Initiative Services, Technical Consulting, and Incident Resolution in a large domain of areas. The TAM duties will included those in Account Management.

HELPDESK STRUCTURE:

 

RTSS Initial Response Times for ALL case severities are "IMMEDIATE".Dedicated TAM response will be from M-F 9AM to 5:30 PM EST unless severity is 1 or 2, in which case TAM response time will be within 4 Hours.econdary Response measures (after escalation) range from "IMMEDIATE to 4 Hours". The decision to escalate to pertinent vendor is made by the TAM. The time frame for escalation to pertinent vendor is directly dependant on the type and severity of the case. From past history, RP has found that the decision to escalate to pertinent vendor is made within 2 hours of case creation. The time frame for resolution after escalation to pertinent vendor is of course dependant on pertinent vendor.