Support Services
- Support service:
This service includes 24X7 availability to troubleshoot supplied devices disability or open a case with the vendor TAC. Trained engineers is responsible for handling customer requests, with remote secure access to the devices to analyze logs, troubleshoot faults and apply fix or patches. Customer will deliver faulty parts to ELEMEC warehouse, and ELEMEC ships replacement (when received) to customer designated site.
- Service Level Agreement (SLA):
This service include customizable services according to operation nature in order to give commitment to keep the service offered by the supplied devices full functioning during the agreement with minimized service interruption. Agreement is made to commit service availability through support service terms and conditions, performing periodical fault avoidance procedures, spare running devices with items that cover the service degradation because of Hardware failure, analyze the devices logs to discover any probable service degradation, and agree with our customer on contact procedures list, and escalation matrix to sprint service degradation recovery.
