The per case model is suited to incidents and tickets where a majority of the work to resolve occurs off the telephone.
For example, and initial fault / problem is logged and our agents need to investigate, raise third party cases for hardware / line providers / network checks. Ideally suited Desktop and Network & Telecoms incidents.
The per case model is all inclusive, where each incident and all of the activity required to resolve or escalate is all included and chargeable as one case, regardless of the time spent by the engineers.
The per case is available in both Office hours and 24x7x365 packages.