Syscare Hardware Support Levels
Detailed information on how each of our service levels break down. Not sure which level your business requires? Enquire now and we'll do our best to help. Or, take another look at how our server support and maintenance services could help you.
| Essential Services Level Summary | ||||||
| Bronze | Silver | Gold | Platinum | Platinum + | Titanium | |
| 24 x 7 x 365 Hardware Telephone Support |  |
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| No per-incident limits | |
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| Support Account Management | |
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Available | |
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| Engineer to Site | Next Business Day |
Within 4hrs in working hrs |
Within 4hrs Mon to Fri between 8am- 8pm |
Within 4hrs 24/7 |
Within 2hrs 24/7 |
Within 2hrs with 6hrs time to fix |
| Unlimited Support Assistance | |
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| On Site Hardware Spares | |
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Available |
Available |
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Syscare Hardware Support Levels
Syscare Hardware Support Service Packages |
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| Key Benefits | Key Features | Bronze | Silver | Gold | Platinum | Platinum + | Titanium |
| Proactive Services |
Unlimited Support Assistance | |
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| Custom Support Services | |
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Available | Available | |
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| Dedicated Support Professional | |
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| Dedicated Support Team | |
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Available | Available | |
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| Health Checks, Onsite Audits and Infrastructure Workshop | |
Semi-Annual |
Quarterly |
Quarterly |
Quarterly or Monthly |
Quarterly or Monthly |
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| SLA Reporting | |
Available |
Quarterly |
Quarterly |
Quarterly or Monthly |
Quarterly or Monthly |
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| Problem Resolution Support | Problem Resolution Support | |
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| 24x7 Coverage | |
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| 24x7 Critical Situation Escalation Management | |
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| Rapid Onsite Support for Priority 1 Calls | |
Within 4hrs in working hrs |
Within 4hrs Mon to Fri between 8am- 8pm |
Within 4hrs 24/7 |
Within 2hrs 24/7 |
Within 2hrs with 6hrs time to fix |
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| Knowledge Transfer | Proactive Information Distribution | |
Available | |
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| Syscare Online Access | |
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| Hardware Vendor Online Access | |
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Available |
Available |
Available |
Available |
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| Direct Relationship |
Account Representative | |
Shared, designated contact |
Shared, designated contact |
Shared, designated contact |
Designated contact |
Designated contact |
| Remote vs. Onsite Resource | Primarily remote |
Primarily remote |
Primarily remote |
Primarily remote |
Partly onsite |
Partly onsite |
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| Account Profiling and Reporting | |
Semi-annual |
Quarterly |
Quarterly |
Quarterly or Monthly |
Quarterly or Monthly |
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| On Site Engineer Resource and Onsite Helpdesk Management (OSE and OHM) | |
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Available |
Available |
Available |
Available |
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| Hardware Vendor | Support for Legacy and Systems which are no longer supported by Hardware Vendor | |
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| Direct Access to Hardware Vendor | |
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Available |
Available |
Available |
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| Firmware Updates | |
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