Service Level Agreement
| 8x5xNBD | 7x24x4 | Custom | |
| Support Portal 24/7, access to Level 3 support | X | X | X |
| Dedicated Service Delivery Manager Assigned | X | X | X |
|
Guaranteed 30 Minute Response Respond within 30 minutes of customer request by level 3 |
X | X | X |
| Remote and On-Site Diagnosis | X | X | X |
| Parts Replacement Scheduled Immediately After Diagnosis |
X | X | X |
| Parts Delivery Next Business Day | X | X | X |
| Mission Critical Support Customization Pre-define configuration and systems for mission-critical infrastructure with Service Delivery Manager. |
X | X | X |
| Local or Onsite Enhanced Parts Stocking Customize which parts you stock. Choose to stock on-site or nearby. |
X | X | |
| Onsite Support Next Business Day Part shipped next business day & onsite FE support the day the part arrives |
X | X | |
| Onsite Support Same Day Important for critical failures |
X | X | X |
| Onsite Field Engineer (FE) provided 24/7 | X | X |
Service Call Procedure
Service Call Procedure
Service Call Procedure
Customer may place a service order with our Response Center 24 hours a day, 7 days a week, 365 days a year. In order to provide prompt service, Customer shall use the following steps when placing a service call:
- Contact our 24x7 EpiCenter Portal
- Provide your Account Name
- Provide your Name, Email, and contact phone number
- Indicate the Severity Level (see chart below)
- Provide the Site Address
- Provide the Device Serial Number
- Provide a Description of the Problem
| Level | Definition | Example |
| Severity 1 | A critical outage | Business Services are not operational |
| Severity 2 | Serious incident | The system with the payroll application is down and payroll needs to run in 72 hours |
| Severity 3 | No immediate impact on IT service delivery | A redundant hard drive needs to be replaced |
First Response
First Reponse
Once Customer places a call through the Response Center, a Service Desk Engineer will call back within 30 minutes to begin troubleshooting, establish an ETA, and schedule a service appointment.
Service Scheduling
Service Scheduling
This Service Desk Engineer will be the Primary Point of Contact for the duration of the service call. The Service Desk Engineer will work with Customer to schedule a convenient time for service on your equipment and coordinate with all other members of the AOM until your service order is complete.