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Service Levels
  OnSite Maintenance » Maintenance Services » Service Levels
 

Deciding on a service level?

When choosing the level of service you would like, answer a few questions;

  • How critical are the functions the system performs?
  • How will downtime affect the users of the system?
  • What are the effects of downtime on your business?

We offer a wide variety of aggressively priced Same Day and Next Business Day Response services for clients using their systems for time-sensitive operations or critical business functions.

Service Level Response Time  Description
Mission Critical 7x24x2 hour Same Day 7x24x2 hour response time:
 We offer Same Day 2 hour response including on-site sparing for critical items and components with elevated failure rates. SMS tracks the reliability of your system based on site history and statistics. A dedicated field engineer is an option and recommended when the volume of equipment supports this option.
Mission Critical 7x24x4 hour Same Day 7x24x4 hour response time:
A fully trained field engineer will arrive on-site, with the proper spares, within 4 hours after problem determination to get your system back in operation as rapidly as possible. Monthly or quarterly account reviews to review our response times, problem resolution times, and the general performance of our Service Level Agreements.
Critical 5x12x4 hour
 Same Day 5x12x4 hour response time:
Do you need same day 4 hour response in a 8AM to 8PM 12 hour calling window? If so then our critical service level is the perfect fit!
Premium 5x9, Next Day Next Business Day, 5x9:
When you need next business day response with a 8AM to 5PM nine hour calling window, then the premium service level is for you.
Shared Parts Only When you wish to perform your own on-site services using your own personnel, Shared support is the right choice.  Shared support provides technical support and training, with guaranteed spare parts that can be customized to be on-site or off-site, customer owned or hosted, and with 24x7 phone support if needed


 
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