Product Level Support Services
These are services offered to cover specific products. The programs are defined based on two main dimensions:
- the desired coverage of the product depending on the criticality of the product and what the agreement should cover
- the period of use of the product: is it under warranty or out of warranty period
Programs at a glance
Program Description
Manufacturer Warranty
Coverage for parts and labor as defined by the manufacturer’s warranty statement
Warranty Plus
During the warranty period, the coverage can be extended/ improved according to the needs of the customer with respect to:
- Response times (up to 3 hours response time)
- Office hours (up to 24 hours support)
- Preventive maintenance
- Remote support through Customer Help Center
Support Pack
The support pack provided the customer with the level of coverage provided under the manufacturer’s warranty when the warranty period expires.
Support Plus Pack
Extends the Support Pack according to the customer needs along the same dimensions as the Warranty Plus Pack extends the manufacture's warranty.
OS & client application support pack
The operating systems and the user applications are not covered by any product warranty statement. With this Pack the customer can have a total pack solution to cover hardware, software and labor, all in one.
- Support of customer Operating system: Windows Networking/ Linux/ SCO Unix/ Aix/ Novell Netware/ etc
- Support of customer applications: MS Office products/ MS Outlook/ etc
Critical Product Pack
This Pack is designed to cover/ protect products which form a critical function of a customer IT infrastructure such as servers, networking devices, storage & back up as well as any other products critical for the specific operation of the customer such as plotters, network printers, etc. The objective of the program is to ensure absolutely minimum down time and high availability to the operations of the customer.
The pack covers additional coverage/ insurance through:
- Performance monitoring – check up of the products
- Repair or replace commitment within agreed time frame (eg 24 hours)