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Email or online ticketing support
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Yes, at extra cost
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Support response times
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Standard business hours are 08:00 to 17:00 working weekdays UK time zone. Extended support at additional cost, 24 hours per day for 7 days of the week, support hours beyond the standard Business Hours. 4 priority levels for support incidents with a service level objective for acknowledgement time and resolution time (excludes hardware failure, replacement, and any dependencies on third parties). Critical (P1) ≤15 minutes acknowledgement, and ≤4 hours resolution. High (P2) ≤30 minutes acknowledgement, ≤8 hours resolution. Medium (P3) ≤8 hours acknowledgement, ≤2 business days resolution. Low (P4) incident ≤24 hours acknowledgement, =5 Business Days resolution.
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User can manage status and priority of support tickets
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Yes
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Online ticketing support accessibility
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WCAG 2.2 AA
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Phone support
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Yes
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Phone support availability
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24 hours, 7 days a week
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Web chat support
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Yes, at an extra cost
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Web chat support availability
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24 hours, 7 days a week
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Web chat support accessibility standard
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WCAG 2.2 AA
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Web chat accessibility testing
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N/A
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Support levels
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DXC Technology provides tiered support models designed to meet diverse client needs. Core offerings include Premier Support for Microsoft via CSP, which delivers enterprise-grade assistance, proactive governance, and licensing optimization. This service is bundled at no additional cost with Azure CSP resale, while Enterprise Agreement customers typically pay around 6% of monthly Azure consumption—significantly lower than Microsoft’s direct rates. DXC’s Service Desk and ITSM support leverages AI-driven tools and omnichannel engagement, priced at approximately £100 per concurrent agent per month plus £0.80 per call for infrastructure and IVR costs. For M365 managed services, pricing is user-based with fixed charges and one-time transition fees, varying by license type (E1, E3, E5). Cloud and infrastructure support includes compliance, risk mitigation, and operational governance across hybrid environments. Identity Management as a Service includes base services: design, implementation, monitoring, incident management. Optional enhancements such as a Technical Account Manager (TAM) provide personalized guidance and proactive improvement, while Cloud Support Engineers are available for specialized roles during transition and steady-state operations. This flexible model ensures clients can scale support according to complexity and compliance requirements, aligning with DXC’s commitment to cost efficiency and service excellence.
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AI chatbot
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Yes