Service Partner

We provide superior technology service and support. We offer solutions designed to meet specific requirements in midrange systems, networking and storage environments for our Authorized ISMO Partners.

Platinum

This service is for customers that demand maximum availability. This level of support works around the clock to provide you with rapid recovery in the event of a system failure.

• Help desk support hours available 24 hours a day, 7 days a week, with 1 hour telephone response to the site.
• On-site hours of coverage are 24 hours a day, 7 days a week and 365 days a year.
• On-site response within 4 hours of the part arriving on site.
• Dedicated technical support account manager, real-time access to call activity and site history reports by different criteria available by request

Gold

This service is designed for customers who need high availability for key business systems.

• Help desk support hours available 24 hours a day, 5 days a week, with 1 hour telephone response to the site.
• On-site coverage from 8 am to 8 pm site's local time, Monday – Friday.*
• On-site response within 4 hours of the part arriving on site.
• Dedicated technical support account manager, real-time access to call activity and site history reports by different criteria available by request.

Silver

Next Business Day, On-site Service. This service is for customers who want to take advantage of certified technical skills as well as quick turnaround on parts with an economical price tag. ServiceKey will provide help desk support and "like" equipment replacement by the next business day.

• Help desk support hours from 8 am to 8 pm EST, Monday – Friday*, with 1 hour telephone response to the site.
• On-site coverage from 8 am to 5 pm site's local time, Monday – Friday.*
• On-site response by the next business day following the service call request.
• ServiceKey will provide a replacement part by the selected freight carrier for delivery to the end user from the hours of 8 am to 5 pm site's local time, Monday – Friday.*
• Dedicated technical support account manager, real-time access to call activity and site history reports by different criteria available by request.

Bronze

(Parts Logistics for Self-Service) – Next business day advanced parts replacement with detailed instructions shipped with and/or offered via e-mail regarding replacement of the part. With these instructions accompanied by help desk support availability during normal hours, the customer removes the faulty part and replaces it with the new part. This service is designed for customers who need high availability of parts for systems, but have technical personnel at their site.

• Help desk support hours from 8 am to 8 pm EST, Monday – Friday*, with 1 hour telephone response to the site.
• Dedicated technical support account manager, real-time access to call activity and site history reports by different criteria available by request.

*excluding ServiceKey holidays

Technical Support	24/7	24/7	8am-8pm M-F	8am-8pm M-F
On-site Service	24/7	8am-8pm M-F	8am-8pm M-F	Parts Delivery
Priority Settings	X	X	X
Mission-critical escalation support	X	X	X
Dedicated tech support account manager	X	X	X	X
Real-time account access & reporting	X	X	X	X
Site activity reports by multiple criteria (real-time/historical)	X	X	X	X
Help Desk Support	X	X	X	X
Account Reviews	Monthly	Quarterly	Semi-Annual
Customer Care	X	X	X	X

(Bronze, Silver and Gold coverage excludes ServiceKey holidays and reflects local time. Response times reflect business hours.)

 

Mid-Range Servers	PCs	Networking	Storage - Major Manufacturers
HP 9000 Series Servers & Workstations Compaq Servers IBM RS/6000  •  AS/400 xSeries  •  pSeries iSeries SUN Netra Series UltraSPARC Platforms Enterprise  •  Sun Fire Series	Compaq Dell HP IBM	Cisco 3COM Foundry Nortel Brocade Adtran	Adaptec  •  Arena Maxtronics ATTO  •  Chapparal EMC2*  •  Clarion Fastora  •  HP  •  IBM Infortrends  •  JMR Electronics  •  LSI Logic Storage Systems Maxtor  •  McDATA Mylex  •  nStor NetApps  •  Overland Data Qlogic  •  Qualstar Quantum  •  Spectra Logic StorAge  •  StorageTek SUN  •  Xiotech Xtore  •  Xyratex

 

Software Assitance Coverage*: Linux, SCO UNIX, Solaris, AIX,OS/400,HP-UX, Microsoft *The hardware and software listed above is a selection of the most popular manufacturers supported. For additional hardware or software assitance coverage, please contact us with your specific requirements at 877.GO.4.ISMO.