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 is for you. A dedicated field engineer is assigned to you when this option is required. |
| 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. |