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?
If you are looking for a customizable portfolio of aggressively priced Same Day and Next Business Day Response services, then look no further. Thousands of customers use SMS for their time-sensitive maintenance operations and critical business functions.
| Service Levels | ||
|---|---|---|
| Service Level | Response Time | Description |
| Mission Critical | 7x24,2 | Same Day 7x24, 2 hour response time
If you are looking for same day 2 hour response and
require on-site sparing for critical items and components
with elevated failure rates, then Mission Critical 7x24,2
support should be considered. This highly sensitive
service level may come with an assigned field engineering
resource. |
| Mission Critical | 7x24,4 | Same Day 7x24, 4 hour response time
If you are looking for same day 4 hour response then
Mission Critical 7x24,4 support is for you. Your field engineer will arrive on-site, with proper
HotSpares™, within 4 hours
of 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 5x12,4 support 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 5x9, NBD service level is for you. |
| Shared | Parts Only |
Next Business Day, 5x9
When you wish to perform your own on-site support using your own personnel, Shared Support may be the right choice for you. |
 |
and learn more about how SMS provides more responsive and less costly IT support. |