Service Support Echelons establish a structured framework for organizing managed services support across five cumulative tiers. Each echelon builds upon the capabilities of lower echelons, providing progressively comprehensive service management from foundational platform operations to premium white-glove support.
Customers have the flexibility to select the level of support that best meets their needs for each technology platform and service. This approach ensures clients can tailor involvement—from basic maintenance to comprehensive management—according to their operational requirements and strategic objectives.
The echelons range from 1st Echelon (Managed IT Platform Only, supporting internal IT engineering) through 5th Echelon (premium unified service desk with dedicated queues, branded support channels, and organizational change management), with each tier encompassing all capabilities of preceding echelons plus additional specialized services.
Content in this Section
- 1st Echelon Support
Managed IT Platform Only - Infrastructure management, security monitoring, and availability management supporting internal IT engineering
- 2nd Echelon Support
1st Echelon plus Managed Design Desk - Architecture management, service configuration, and strategic planning supporting non-IT stakeholders
- 3rd Echelon Support
2nd Echelon plus Managed Transition Desk - Change management, deployment, project management supporting service desk escalation
- 4th Echelon Support
3rd Echelon plus Managed Unified Service Desk - Hands-on user support, incident management, and service request fulfillment as holistic IT
- 5th Echelon Support
4th Echelon plus Unified Service Desk with Dedicated Queues - Branded support portal, organizational change management, and IT workforce management