Syscare Hardware Support Levels
Essential Syscare Hardware Support Highlights
- Six hardware support packages designed to meet the individual requirements of IT providers, partners, integrators, ISV’s and their customers alike.
- 24 x 7 x 365 on site support with a 6 hour fix time.
- Access to Syscare Support Portal to log support requests and gain valuable product information.
- Multi-vendor hardware support, enabling customers to streamline their partner services, reduce complexities and focus on growing their businesses.
- National coverage with engineers located across the United Kingdom, along with Logistic Centres (LC) which hold spares from over 100 manufacturers and Managed Service Centres that remotely monitor and manage systems, solve technical issues and co ordinate engineers on site (MSC).
| 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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