What is Remediation?
Remediation is the process or steps taken to resolve an issue. Steps may include:
- Basic troubleshooting steps may be taken through the monitoring and support systems provided by the Service Provider in order to minimize business interruptions and conflicts.
- Remote Support sessions may be used to remotely control the affected system and complete troubleshooting and remediation steps.
- Assisted Support sessions may be used where an employee or manager is reasonably available on site to provide basic troubleshooting steps where remote control of the affected system is not available, or in addition to remote control of the affected system. This method is generally used where the issue may be remediated faster than the response and travel time of a technician to arrive on site.
- On-Site service is the last resort remediation step and shall be used if the affected system or systems cannot be restored or accessed remotely.