Service Overview &
SLA Descriptions

Included Services & value-Adds

LABOR

LABOR

✓ Onsite Labor: Applicable for Full Support SLA’s

✓ Remote Technical Support: Availability 24x7x365

✓ Dedicated team of Tier 3 Engineers and Technicians

SPARE PARTS

SPARE PARTS (BASED ON SLA OPTIONS)

✓ Parts stored at local FSL’s and/or shipped NBD

✓ Onsite Spare Parts availability for 4 hour SLA’s

✓ Fully tested and certified OEM branded, remanufactured or refurbished parts to expedite replacements

✓ Replacements with matching software and firmware (if required)

TECHNICAL SUPPORT AND CALL CENTER

TECHNICAL SUPPORT AND CALL CENTER

✓ Hardware Call Home (where applicable)

✓ Online Portal generated ticketing system

✓ Live Domestic Call Center

✓ Advanced Resource Scheduling and Project Management

VALUE ADDS

VALUE ADDS

✓ Access to our proprietary Portal for ticket placement, advanced reporting, and asset management

✓ Massive savings on OEM costs without sacrificing quality or reliability.

✓ Multi-Vendor Support across all product lines including Data Center, Networking, POS/Barcode and Printer.

✓ Extend life of existing infrastructure beyond OEM End-of-Life (EOL).

✓ Tier 3 Engineers – Minimized Escalation Process exceeding OEM standards

SLA Definitions

FULL SUPPORT

FULL SUPPORT:

Full support options provide clients with hardware, on-site labor, call home (where applicable), and Tier 3 Remote Technical Assistance.

 

24 x 7 x 4 Full Support
Includes Technical Assistance Center (TAC) remote support 24×7 and Tier 3 engineer availability.
Onsite field engineer available within 4 hours of problem diagnosis during a work week of 24 hours per day and 7 days per week. Spare component parts included.

 

9 x 5 x 4 Full Support
Includes Technical Assistance Center (TAC) remote support and Tier 3 engineer availability during normal business hours.
Onsite field engineer available within 4 hours of problem diagnosis during a normal work week of 9 hours per day and 5 days per week. Spare component parts included.

 

9 x 5 x NBD Full Support
Includes Technical Assistance Center (TAC) remote support and Tier 3 engineer availability during normal business hours.
Onsite field engineer available within Next Business Day (NBD) of problem diagnosis during a normal work week of 9 hours per day and 5 days per week. Spare component parts are Next Business Day as long as the call is placed prior to 3:00pm local time.

 

24 x 7 x NBD Full Support
Full Support 24×7 Remote Tech x NBD part/FE (Parts, Labor, Technical Support)
Includes Technical Assistance Center (TAC) remote support 24×7 and Tier 3 engineer availability. Onsite Labor dispatch will be Next Business Day (Standard). Spare component parts will be Next Business Day (Standard).

BACKLINE SUPPORT

BACKLINE SUPPORT:

Backline support provides an even more competitive pricing advantage as it allows clients to leverage their experienced in-house technical staff for labor. Service Provider provides clients with parts, call home (where applicable), and Tier 3 Remote Technical Support

 

24 x 7 x 4 Backline Support
Includes Technical Assistance Center (TAC) remote support 24×7 and Tier 3 engineer availability.
Spare component parts will be available within 4 hours of problem diagnosis during a work week of 24 hours per day and 7 days per week. No onsite field engineer included.

 

9 x 5 x 4 Backline Support
Includes Technical Assistance Center (TAC) remote support and Tier 3 engineer availability during normal business hours.
Spare component parts will be available within 4 hours of problem diagnosis during a normal work week of 9 hours per day and 5 days per week. No onsite field engineer included.

 

9 x 5 x NBD Backline Support
Includes Technical Assistance Center (TAC) remote support and Tier 3 engineer availability during normal business hours.
Spare component parts are Next Business Day as long as the call is placed prior to 3:00pm local time. No onsite field engineer included.

DEPOT AND AR SUPPORT

DEPOT AND AR SUPPORT:

Depot and Advanced Replacement support includes the service and repair of equipment at our Repair Facilities, without a field engineer, within the timeframe set forth below.

 

Advanced Hardware Replacement (AR) – Advanced Replacement
Advanced Hardware Replacement (AR) part is sent onsite without a field engineer on a pre-negotiated timeframe (i.e. same day, next day, NBD, etc). Once client receives the replacement part they will ship the malfunctioned part to the service provider to be repaired and placed in inventory.

 

Five Business Day Turnaround (D5d) – Depot
Service Provider shall use commercially reasonable efforts to complete Depot Services within five Business Days after receipt of the Equipment, after which time equipment shall be returned to Customer by Ground delivery.

 

Three Business Day Turnaround (D3d) – Depot
Service Provider shall use commercially reasonable efforts to complete Depot Services within three Business Days after receipt of the Equipment, after which time equipment shall be returned to Customer by Ground delivery.

 

Hot Spares Service – Depot
Service Provider, on the Same Business Day, shall send spares to Customer via overnight delivery. In order to obtain Hot Spares Service coverage, Customer must purchase in advance sufficient quantities of spare Equipment, which will be warehoused by Service Provider. Service Provider shall maintain or repair the replaced Equipment, and return it to Customer’s inventory of spares. However, if the replaced Equipment is not repairable, it shall be discarded. Any Equipment that is not repairable, or is not returned by Customer shall reduce Customer’s inventory of spares.

 

Updated 10/30/2024