COMPUTERLINKS is pleased to announce the launch of its own range of onsite hardware and support services in Ireland.
The new COMPUTERLINKS Onsite Hardware Support services will be entirely managed by COMPUTERLINKS. The services will cover COMPUTERLINKS hardware products, with a range of service levels from Next Business Day to an 8hour fix.
The new infrastructure means that the support services can be delivered at a faster rate and can match more closely the requirements of each individual reseller. Resellers will be able to offer their customers higher levels of dedicated support that they might not have had the ability to deliver themselves.
Services Available
Enhanced Advanced Replacement
This next business day (NBD) RMA service is ideal for partners who already have a team of certified engineers or for those who have customers capable of performing the required hardware changes. Upon diagnosis of a fault, COMPUTERLINKS will ship a replacement security appliance directly to the customer, having it arrive the following business day.
- 8x5 Support option
- Guaranteed NBD delivery anywhere in Ireland
- All aspects of the RMA procedure carried out by COMPUTERLINKS
- Automatic update of serial number changes within vendor support sites
8x5 OnSite Hardware Replacement
COMPUTERLINKS will arrange for an Engineer to arrive at the end-users site with a replacement security appliance within 4 business hours in Dublin and 8 business hours anywhere else in Ireland, between 9am and 5pm Monday to Friday excluding statutory English and Irish holidays.
- Access to Field Service support engineers 9 to 5
- Guaranteed 4 hour response time in Dublin and 8 hour response time anywhere else in Ireland
- ETA provided to End user
- SLA Performance Review
- Monetary penalties for not adhering to SLA
8x5 Engineer to Site Service
This service has been designed to enhance Vendor RMA and Spares Kit Support options. Upon diagnosis of a fault, COMPUTERLINKS will arrange for an engineer to arrive on site within 4 business hours in Dublin and 8 business hours anywhere else in Ireland to replace faulty parts with Vendor replacements.
- Access to Field Service Engineers
- 8x5 Support option
- Guaranteed 4 hour Engineer response to site
- ETA provided to end user
- SLA performance reviews
Premium Restoration Service
This exceptional service offers customers a high-level re-configuration facility in addition to our enhanced Hardware Replacement support. Designed to alleviate the burden from already stretched resources and reduce network downtime, a fully vendor accredited engineer will arrive on site within 4 or 8 hours, replace faulty parts, load the correct version of software and install the last saved configuration, leaving the unit fully operational, within 4 hours of arrival on site.
- 8x5 Support Options
- Guaranteed 4 or 8 hour response to site and additional 4 hour fix time
- Penalty payments for non- performance
- Remote configuration back up facility
Supported Products Table
|
Vendor |
Enhanced Advanced Replacement NBD |
8x5x8
OnSite Replacement |
8x5x8
Engineer
to Site |
8x5x4
OnSite Replacement |
8x5x4
Engineer
to Site |
Premium Restoration Service 4hr Fix |
|
Blue Coat |
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Check Point |
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Crossbeam |
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F5 Networks |
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Network Engines |
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Nokia |
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Resilience |
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= Supported |
|
NBD |
= Next Business Day |
|
8x5x8 |
= Monday to Friday (excl. Bank Holidays) 8 hour Onsite |
|
8x5x4 |
= Monday to Friday (excl. Bank Holidays) 4 hour Onsite |
Non-Standard options may be available upon request, depending upon requirements. Please email the Professional Services team for assistance. |
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Hardware Support
