When evaluating hardware service levels, ask yourself:
- Will my system be used to run critical functions that require a high level of availability?
- Will system downtime be a serious problem for the users?
- How do system outages affect your relationship with your customers or suppliers?
- Are you looking for a single point of accountability?
SMS offers a customizable portfolio of aggressively priced Same Day and Next Business Day Response services for
customers using their systems for time-sensitive operations or critical business functions.
| Service
Level |
Response
Time |
Description |
| Mission
Critical |
7x24,2
|
Same Day 7x24, 2 hour response time:
SMS offers a Same Day 2 hour response and requires on-site sparing for critical items and components with elevated failure rates.
SMS tracks equipment reliability based on site history and statistics. A dedicated field engineer is an option and recommended when
the volume of equipment supports this option.
|
| Mission
Critical |
7x24,4
|
Same Day 7x24, 4 hour response time:
An SMS trained field engineer will arrive on-site, with proper Hot spares, within 4 hours after problem determination
to get your system back in operation as rapidly as possible. You will be eligible for a monthly or quarterly account reviews to
review SMS’s service response times, problem resolution time, and general performance to our Service Level Agreements.
|
| Critical |
5x12, 4 |
Same Day 5x12, 4 hour response time:
When you
need same day 4 hour response in a 8AM to 8PM 12 hour
calling window, then the critical service level is for
you.
|
| Premium |
5x9, Next Day |
Next Business
Day, 5x9:
When you need a next business day (NBD) response with a 8 AM
to 5PM nine hour calling window, then
the premium service level is for you.
|
| Shared
|
Parts Only |
When
you wish to
perform your own on-site tasks using your own personnel Shared
support is the right choice. Shared
support provides technical support and training, with guaranteed parts that can
be customized to be on-site or off-site, customer owned
or SMS owned, and with telephone support if needed.
|
SMS gives you fast resolution, high uptime, increased productivity, and lower costs. If an on-site technician is needed, we are more likely than the industry average to fix the problem right, the first time. SMS puts you back to work fast.
|
SMS Line Card
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