Priority IT support for senior leadership, ensuring minimal downtime for critical users.
Espria services are designed around structured standards but can be configured to suit each client’s operational context. Response targets, governance cadence, reporting depth and integration methods may all be tailored to reflect industry requirements, geographic coverage or internal IT maturity, ensuring consistent quality while enabling bespoke outcomes.
Inclusions
- Priority queue for VIP incidents
- White-glove onboarding for new executives
- Direct access to escalation engineers
- Proactive device monitoring for VIP endpoints
Exclusions
- Broader departmental support (covered by standard service desk)
- On-site cover unless scoped
Prerequisites
- Defined list of VIP users provided by client
SLA Targets
P1/P2: Prioritised above standard queues
P3: Resolution within 8h
Reporting & Dashboards
- VIP-specific ticket logs included in reviews
- Executive-level summaries
Licensing & Dependencies
Requires base service desk subscription
Optional Add-ons
- Dedicated VIP account engineer
- Home-office setup audits