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.

Mission Critical

Mission Critical Service is designed for customers that demand maximum service on demand with the highest level of service requirement. This level of service is delivered around the clock to provide rapid recovery in the event of equipment failure that would impact mission critical systems.

• Help desk support hours available 24 hours a day, 7 days a week with immediate response
• On-site hours are 24 hours anytime onsite scheduling based on customer requirement
• On-site response 4 hour option available
• Parts spared based on service level requirement
• Dedicated spares optional
• Holiday coverage
• Dedicated technical support account manager, real-time access to call activity and site history reports by different criteria available by request

Business Critical

Business Critical Service is designed for customers who require high availability for business systems and want to maximize uptime. This service extends an around the clock helpdesk benefit with the flexibility of onsite with an extended response time.

• Help desk support hours available 24 hours a day, 7 days a week
• On-site hours from 8 am to 8 pm local time, Monday – Friday
• On-site response 4 hour option available
• Parts spared based on service level requirement
• Holiday coverage optional
• Dedicated technical support account manager, real-time access to call activity and site history reports by different criteria available by request

Standard Business

Standard Business Service is designed for customers where the business requirement is satisfied within the standard business service deliverable.

• Help desk support hours from 8 am to 5 pm local time, Monday – Friday
• On-site coverage from 8 am to 5 pm 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 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

Parts Logistics Support

Next Business Day advanced parts replacement with detailed instructions shipped with and/or offered via email regarding replacement of the 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 5 pm local time, Monday – Friday, with 1 hour telephone response to the site
• Dedicated technical support account manager and call center / support center
• Site activity reports by different criteria available by request

*excluding ServiceKey holidays

(Business Critical, Standard Business and Parts Logistics Support coverage excludes ServiceKey holidays and reflects local time. Response times reflect business hours.)

 

Software Assistance 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 assistance coverage, please contact us with your specific requirements at 877.GO.4.ISMO.