Syscare Hardware Support Levels
Detailed Hardware Support Service Plans
Titanium Support features:
- 24/7 telephone support
- 24/7 on-site support
- Engineer to site within 2 hours
- 6 hoursfix time
- Live transfer
- Online technical support & knowledge base access
- E-mail Alerts and Notifications
- Dedicated service manager
- Quarterly service review meetings
- Full monthly and quarterly SLA reporting
- On-site spare parts
- Support for both in and out of warranty equipment
Managed Service Add-on's
- Managed Site Infrastructure Services
- Remote Monitoring Services (ArcServe)
- Asset Management
- Multi-vendor Support Services
Contact For Further Information
Platinum+ Support features:
- 24/7 telephone support
- 24/7 on-site support
- Engineer to site within 2 hours
- Live transfer
- Online technical support & knowledge base access
- E-mail Alerts and Notifications
- Dedicated service manager
- Quarterly service review meetings
- Full monthly and quarterly SLA reporting
- On-site spare parts
- Support for both in and out of warranty equipment
Managed Service Add-on's
- Managed Site Infrastructure Services
- Remote Monitoring Services (ArcServe)
- Asset Management
- Multi-vendor Support Services
Contact For Further Information
Platinum Support features:
- 24/7 telephone support
- 24/7 on-site support
- Engineer to site within 4 hours
- Live transfer
- Online technical support & knowledge base access
- E-mail Alerts and Notifications
- Dedicated service manager
- Quarterly service review meetings
- Full monthly and quarterly SLA reporting
- On-site spare parts
- Support for both in and out of warranty equipment
Managed Service Add-on's
- Managed Site Infrastructure Services
- Remote Monitoring Services (ArcServe)
- Asset Management
- Multi-vendor Support Services
Contact For Further Information
Gold Support features:
- 24/7 telephone support
- On-site support between 8am to 8pm Monday to Friday excl public and bank holidays
- Engineer to site within 4 hours
- Online technical support & knowledge base access
- E-mail Alerts and Notifications
- Semi-annual service review meetings
- Full quarterly SLA reporting
- Support for both in and out of warranty equipment
Managed Service Add-on's
- Managed Site Infrastructure Services
- Remote Monitoring Services (ArcServe)
- Asset Management
- Multi-vendor Support Services
Contact For Further Information
Silver Support features:
- Telephone support Monday to Friday between 8am to 8pm
- On-site support between 8am to 5pm Monday to Friday excl public and bank holidays
- Engineer to site within 4 hours
- Online technical support & knowledge base access
- E-mail Alerts and Notifications
- Full quarterly SLA reporting
- Support for both in and out of warranty equipment
Managed Service Add-on's
- Managed Site Infrastructure Services
- Remote Monitoring Services (ArcServe)
- Asset Management
- Multi-vendor Support Services
Contact For Further Information
Bronze Support features:
- Telephone support Monday to Friday between 9am to 5pm
- On-site support between 8am to 5pm Monday to Friday excl public and bank holidays
- Engineer to site next business day
- Online technical support & knowledge base access
- E-mail Alerts and Notifications
- Support for both in and out of warranty equipment
Managed Service Add-on's
- Managed Site Infrastructure Services
- Remote Monitoring Services (ArcServe)
- Asset Management
- Multi-vendor Support Services