Support Services

We offer four Uptime Service Plans with progressive levels of coverage so you can tailor our support to meet your unique needs across all locations and supported assets. Our plans allow you to set your service levels based on business needs – so you get fast support where it matters, but don’t over-pay for capabilities you don’t need.

• Remote support offers 24/7 remote support with incident response in 30 minutes.
• Parts only is a cost-effective hardware plan that delivers 24/7 remote support and parts on-site.
• Remote incident response within 15 minutes along with on-site support for hardware and software infrastructure.
• Mission critical support is for hardware and software and includes fast track access to our senior engineers and onsite engineer and part support within two hours when needed.

Additional Services can be added to your Uptime plans to enhance your IT support including performance management, service management support and service aggregation.

These include:

• Asset Tracking and Analytics
• Move, Add, Change, Delete (MACD)
• Service Delivery Assurance (SDA)
• Technical Account Management (TAM)
• Third-party Support
• Technical Incident Management,
• Third Party Incident Coordination

A well-thought-out support services strategy should evolve as your infrastructure becomes increasingly software defined. Our Support Services can be enhanced with Software-defined Infrastructure Services to provide consistent lifecycle support of multi-vendor software-defined and hardware assets including: multi-vendor software-defined networking, security, data center and collaboration technologies.