Service Level Agreements

Below are some of our most commonly selected Service Level Agreements. However, we can also custom-design a package to meet your unique needs.

Enhanced (Critical):

24 x 7x 4-hour

Guaranteed response

Service Highlights:

  • Maintenance coverage for the system(s) critical to your company.
  • Provides an on-site engineer within 4 hours, 24 hours a day, 7 days a week, to ensure a quick recovery in case of system failure.

 

Standard (Business Week Standard):

9 x 5 x 4-hour (Monday – Friday, 8 am – 5 pm)
Guaranteed response

Service Highlights:

  • Maintenance coverage for the system(s) critical to your company throughout the business week.
  • Coverage 9 hours a day, 5 days a week with guaranteed 4-hour response time Monday through Friday.
  • Option for keeping spares on-site for high availability hardware support.

 

Basic (Business Week Basic):

9 x 5 x Next Business Day
Guaranteed response

Service Highlights:

  • Maintenance coverage for specified system(s) throughout the business week.
  • Coverage 9 hours a day, 5 days a week with guaranteed next business day response time.
  • Option for keeping spares on-site for high availability hardware support. 

 

Self-Maintenance (SM):

Self-Maintenance
Guaranteed parts availability

Service Highlights:

  • Coverage for the sophisticated user who can perform on-site tasks on their own.
  • Guaranteed next day parts delivery.
  • If required, on-site spares can be provided.
Service DeliveryEnhancedStandardBasicSelf Maintenance
HP, Sun, IBM, Dell, EMC, Lenovo, NetAPP, Digital
On-site technical support
VMS, AIX, HP-UX, Solaris, Windows O/S supportOptionalOptionalOptionalOptional
CMS 2.0 access
Onsite sparesOptionalOptionalOptionalOptional
Post incident follow-up
Coverage Hours & Response Times7×24 (4 hour)8am-5pm (4 hour) M-F8am-5pm (NBD) M-F8am-5pm (NBD) M-F
Flex Desk supportOptionalOptionalOptionalOptional
Call Center7×247×247×247×24
On-site Technical response7×248am-5pm M-F8am-5pm M-FNot Applicable
Response Times4 Hour4 Hour8 Hour NBDNot Applicable

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