With locations, inventory, and staff
nearby, SMS ensures that you receive the
service levels you need to meet the wide array of
systems,
storage, and
network devices
found in your data center.
The primary benefits you receive from our maintenance services are:
- Dramatic reductions in IT support costs while receiving higher quality and more responsive maintenance service.
- Increased control of your capital equipment expenses by increasing the useful life of your IT equipment.
- Improved data center management through the use of singlePoint™ for asset and configuration management.
| Service Feature | Availability | Description |
|---|---|---|
| Fix-IT-First™ | Standard | Our Fix-It-First™
policy ensures that you will never be denied coverage due to an administrative
oversight. As an SMS customer, if a device fails that was mistakenly not covered by your
service contract, SMS will respond to your call on a best effort basis and get
you back up and running as soon as possible. There is no “denial of service” due to administrative errors. All SMS contract modifications or time and materials charges for the incident will be worked out with you after you are up and running again. |
| Site Audit™ | Standard | We start the transition process to SMS service by registering your serial numbers, IOS versions, firmware versions, and general equipment configurations in our secure web portal: singlePoint™. The local SMS field engineering team conducts a detailed site audit, updates the equipment information in your singlePoint™ customer file, and orders the spare parts needed to properly support your environment. |
| Hot Spares™ | Standard | When a service call is made, SMS field engineers diagnose the problem and arrive on-site with a part in hand ready to repair your system. These parts are tested in fully operational systems we keep in our regional service centers. SMS will swap out a malfunctioning component, bring up your system, and then return the component to the SMS Service Center to validate the repair. |
| All Inclusive™ | Optional | We extend Hot Spares™ to increase coverage for additional systems and devices in order to ensure expedited repair or replacement of your equipment in the event of a covered event beyond our standard service levels. |
| Contract Audit™ | Optional | The OEMs often make mistakes with support coverage. Some systems or devices may have duplicated coverage while others may have higher service levels than are necessary. Our contract audit service helps you determine the correct service levels for all the systems and devices found in your data center. |
Remote Monitoring
If you require immediate service when issues arise, SMS offers a service on select equipment to provide for individual systems to “call home.” Your system will alert us of issues or alarms when they occur, even if your staff is not monitoring them.
In many cases, this service does not require the purchase of special tools or agents. SMS works with some of the very same systems, either installed by the manufacturer, or in conjunction with a customer’s own internally managed event monitoring system. Events, or email messages, are sent to the SMS Call Center. Trouble tickets are created and our field engineers are dispatched.