ServicePlus | LabTech Software

LabTech ServicePlus®

The LabTech ServicePlus® program supercharges the LabTech customer experience. With VIP initiatives created to optimize LabTech performance, you’ll get maximum uptime and peace of mind.

Expertise On Demand | ServicePlus

Expertise On Demand

The LabTech ServicePlus® program allows you to work with a dedicated, certified LabTech Technical Engineer (LTE) who will proactively monitor, maintain and customize your LabTech platform while offering the fastest possible resolution to incidents. With a dedicated LTE, you get the highest level of service and the technical expertise to enhance your LabTech experience.

Achieve even greater efficiency within your IT department with ServicePlus®. Rely on your dedicated LTE for advice and support, and focus on other areas of your department while knowing that LabTech is working for you.

LabTech ServicePlus

LabTech ServicePlus®

The LabTech ServicePlus® program offers three options beyond standard support—Select, Prime and Ultimate Packs—to meet the unique needs of your IT department.

*Availability, frequency and quantity of LabTech ServicePlus features vary based upon pack selected.

Legend

Includes features

Available upon request

Not offered

Features

Ultimate Pack

Prime Pack

Select Pack

Standard Support

LabTech Technical Engineer (LTE)

Offered
Offered
Offered
Not Offered

Ticket support

Offered
Offered
Offered
Offered

Ticket service level agreement (SLA)

4 Hours

4 Hours

4 Hours

8 Hours

Proactive monitoring

Offered
Offered
Offered
Not Offered

LabTech server health reporting

Offered
Offered
Offered
Not Offered

LabTech RecoveryPlus (Disaster Recovery)

Offered
Upon Request
Not Offered
Not Offered

Offsite backup configuration

Offered
Upon Request
Not Offered
Not Offered

MySQL maintenance

Offered
Offered
Upon Request
Not Offered

Managed upgrades

Offered
Upon Request
Upon Request
Not Offered

LTE meeting frequency

Monthly

Quarterly

Quarterly

Not Offered

Quarterly bank of open hours

34 Hours

29 Hours

23 Hours

Not Offered
ServicePlus Features A La Carte

A La Carte Services

The LabTech ServicePlus® program was built with flexibility in mind. Each pack includes important standard features, as well as a bank of open hours that can be used on the a la carte services that are important to your business, such as:

  • User configuration
  • Plug-in configuration
  • SNMP template creation
  • Monitor creation
  • Script creation
  • LabTech user and security audit reporting
  • Best-practice analysis
  • Hardware and sizing review
  • LabTech onboarding review and configuration

For more about LabTech ServicePlus®, please contact channelsales@labtechsoftware.com or call 877.522.8323.

*All services performed outside of the included pack features will be deducted from your bank of open quarterly hours in 15 minute intervals. You will be provided with an estimated hourly usage for predesigned services and may request your hourly balance at any time. All services are available Monday through Friday from 8 a.m. – 5 p.m. EST.

ServicePlus Dedicated Support

Dedicated Support

Increased service efficiency through a single point of contact, your dedicated LabTech Technical Engineer (LTE).

ServicePlus Expedited Service

Expedited Service

Faster incident resolution with an expedited service level agreement (SLA) and requests handled by high level engineers in an escalated manner.

Network Monitoring | ServicePlus

Network Monitoring

  • Optimized LabTech performance through proactive, remote monitoring and remediation, as well as weekly server health reports.
  • Expert LabTech assistance with script and monitor creation, user and plug-in configurations, MySQL maintenance and much more.
  • Simplified transitions with managed LabTech upgrades and new releases.

ServicePlus Roadmap to Success

Roadmap to Success

  • Detailed system recommendations based upon LabTech server, user and application audits.
  • Customized consulting that goes beyond standard best practices to tailor LabTech to your unique and specific organizational needs.
  • Scheduled planning and review meetings with your LTE to ensure continuous communication and focus on your goals.