SMS customizes our core services by packaging them into a total
maintenance solution for you. We deliver better quality because:
- We are more responsive than the Manufacturers.
- We are more flexible than the Manufacturers.
- We need to be better because service is our only business!
Being responsive means having the right Service Levels:
| Service
Level |
Response
Time |
Description |
| Mission
Critical |
7x24,2
7x24,4
|
When
you need 24 hour, 7 day a week support with guaranteed
2 or 4 hour on-site response, Mission Critical
support is the right choice.
|
| Critical |
5x9, 4 |
When
you need Monday through Friday, 8 AM to 5 PM support with guaranteed
4 hour on-site response, Critical support is the
right choice.
|
| Premium |
5x9, NBD |
When
you need Monday through Friday, Next Business
Day (NBD) support, Premium support is the right choice.
|
| Shared
|
Parts Only |
When
you wish to
perform your own on-site tasks using your own 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.
|
SMS will respond to any call placed within your call window for your level of support when the call is placed.
We will arrive onsite with the parts needed to remedy your outage.
Being flexible means having the right Support Options:
| Support
Differentiator |
Description |
| Hot
Spares™ |
When a service
call is made, SMS Field Engineers diagnose the problem,
and show up on site with part in hand ready to
repair your system. These parts came from fully
operational systems that we keep in our local
service centers. SMS will swap-out a malfunctioning
component and get your system up quickly, then take the
component to the SMS Service Center where it is tested
to validate the repair.
|
| Fix IT
First™ |
Once you have a service
contract in place with SMS, you will never be denied
service for Missing device serial numbers, Transposed device serial numbers, Move, Add, Changes or Deletions (MACD) to your
infrastructure that are overlooked.
|
| All
Inclusive™ |
SMS extends HotSpares™ to include coverage of additional devices and product inventory
that ensures the recovery of your data center in the event of a localized disaster or abnormal event.
|
SMS Field Engineers are located throughout the United States and have expertise in multiple operating systems
like HP-UX, AIX, Solaris, Tru64 UNIX, VMS, Windows and MPE. Our engineers are familiar with many
middleware software
products like HP Openview, Veritas Netbackup and more.
Most of the Field Engineers have an Electrical Engineering background to support their broad hardware skills.
SMS invests significant resources in training our engineers and supplements this training with our unmatched
commitment to running Local HotSpares™ to support our clients.
Being better means supporting
all the
computer manufacturers found in the data center:
Backup Support from the Corporate Support Group
Supporting each SMS field Engineer, is our Corporate Support Group, or CSG. CSG is a high level
technical support team that combines hardware, software, operating system, and network skills to
resolve complex client problems. The CSG provides telephone support to Field Engineers on-site and
often addresses client inquiries normally related to issues beyond a standard hardware problem.
|
SMS Line Card
Singlepoint 
Support Integration
OS Support
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