24/7 SUPPORT AND SERVICES

We provide comprehensive and professional solution support services throughout the life cycle of the implemented technology.

24/7 Support and Service

Service Level Agreement (SLA)

We provide a customizable 24/7 Support and Service on the basis of a Service Level Agreement or commercial contract if the service is included in the delivery. The SLA between our company and the customer precisely defines the conditions of the contractual relationship and the responsibilities in the provision of the specified range, volume, and level of services.

The main aim of the service is to ensure the operational availability of subcomponents or the customer’s entire ICT infrastructure.

Support time flexibility

Based on the importance of the "business" application, the operational availability of the entire control systems, or simply the individual components of the ICT infrastructure, customers can choose any time frame and response time for the service work they need.

Time frame: Mon-Fri, Mon-Sun / selected number of hours or 24-hour nonstop.

Response time: Next Business Day, 2 to 24 hours within the time frame.

Guaranteed repair time - Fix Time

We offer our customers a guaranteed repair time service within the requisite time frame and time by which the device must be restored to full functionality.

Depending on the type of device and the distance to travel to the site, we offer guaranteed repair times from 2 hours to 24 hours.

FIX 2/4/6/8/12/24 hours

FIX Next Business Day (NBD)

What the 24/7 Support and Service consists of?

Hardware service

We provide post-warranty HW service, mediated warranty HW service (if the device is not supplied by our firm) for servers, data storage, LAN and SAN network elements, and tape libraries from most manufacturers, including HPE, IBM, CISCO, Brocade, DELL, Lenovo.

Our hardware service includes a Disaster Recovery service, i.e. the contractual and configurable commissioning of the entire system after a fatal crash.

Software support

The unavailability of an application is not always caused by a HW error but could be the result of inappropriate or incorrect SW configuration or the use of incompatible drivers.

We, therefore, offer our customers support up to the operating system level, particularly for Microsoft® Windows Server®, Linux®, HP-UX®, AIX®, and VSI OpenVMS®, including the virtualization environment VMware vSphere®, Microsoft Hyper-V®.

Consultation support

Consultation is a standard feature of our service support and is enshrined in the SLA.

This thus makes the service work we offer even more comprehensive and is often used, for example, when planning configuration changes.

Consultation generally takes place via the telephone, by mail, or as a conference call using TeamViewer, WebEx, Microsoft Teams, and others.

Why use our 24/7 service?

We're independent and professional

All our work is performed by our own technical team. We use spare parts that are available in our own warehouses, as well as logistics that are fully under our control. This eliminates the problem of parts not being in stock with the manufacturer and potential delays in carrier services.

We can be integrated under a supplier of higher technological units and complete supplies in cases where there is an eventual conflict of interests in the commercial interests of individual manufacturers.

Customers only purchase the service they actually need

A service is not a commodity for us.
We do not define the "24/7 Support and Services" we offer as ready-made packs available in e-shops, the performance and content of which are often unclear; often, the customer only actually needs part of the services offered.

We take an individual approach to each need for servicing work to suit the customer's actual requirements.

Coverage throughout the Czech Republic and Slovakia

We provide our ICT “24/7 Support and Service” throughout the Czech Republic and Slovakia, as well as in other countries depending on the type of service required.

There are no territorial restrictions on our consultation services, remote administration, monitoring, and solution support. Therefore, our services are very often used by foreign entities, mainly from EU countries.

Authorised service partner for NetApp

We are an authorised Support Services Certified (SSC) partner, and we offer warranty and post-warranty services for NetApp technologies.

We are a NetApp Professional Services and Support Services certified Platinum partner

 

 

SALTO Multi-vendor Maintenance Services

We are a multi-vendor maintenance provider in the field of servers, data storage, LAN and SAN network elements, and tape libraries from most manufacturers, including HPE, IBM, CISCO, Brocade, DELL, etc.

 

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