Full On-Site maintenance to a wide range of Service Levels with response time from 2 to 8 hours during standard working hours to 365 x 24, including operating support. If the type of cover you require is not listed below please ask, we can offer you a bespoke package, please contact our Sales Team.
|
Support of Hardware & Operating Software |
Level One |
Level Two |
Level Three |
Level Four |
|
Geographical Coverage |
UK Mainland |
UK Mainland |
UK Mainland |
UK Mainland |
|
On-Site Coverage Hours |
24 x 7 |
7.00 to 19.00 |
8.00 to 17.00 |
9.00 to 17.00 |
|
On-Site Coverage Days |
Monday to Sunday |
Monday to Friday Excluding Public Holidays |
Monday to Friday Excluding Public Holidays |
Monday to Friday Excluding Public Holidays |
|
Telephone Response Cover |
24 x 7 |
24 x 7 |
8.00 to 20.00 |
9.00 to 17.00 |
|
Telephone Response Times |
Within 1 Hour |
Within 1 Hour |
Within 1 Hour |
Within 4 Hours |
|
On-Site Response Times (following fault qualification) |
Urgent: 2Hours* |
Urgent: 2Hours* |
Urgent: 2Hours* |
8 Hours Engineer response |
Serious: 4 Hours* |
Serious: 4 Hours* |
Serious: 4 Hours* |
Non-Critical: As agreed |
Non-Critical: As agreed |
Non-Critical: As agreed |
*subject to location |
Operating Software Patches & Maintenance Releases |
Supported at installed levels |
Supported at installed levels |
Supported at installed levels |
Supported at installed levels |
Additional chargeable services, subject to prior agreement
|
Amended Hours Cover |
Included |
Option |
Option |
Option |
|
Remote Dial-In Diagnostic |
Option |
Option |
Option |
Option |
|
Remote System Monitoring |
Option |
Option |
Option |
Option |
