COMPUTERLINKS will arrange for an Engineer to arrive at the end-users site with a replacement security appliance within 4 business hours, between 9am and 5pm Monday to Friday excluding statutory English holidays.
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Access to Field Service support engineers 9 to 5
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Guaranteed 4 hour response time anywhere in the contiguous UK
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ETA provided to End user
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SLA Performance Review
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Monetary penalties for not adhering to SLA
Support Options available for this service
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END USER DIRECT
Designed to alleviate some of the burden
from our partners support departments,
this option offers support directly to end-user.
End-user must purchase software subscriptions
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RESELLER DIRECT
This service is designed for those partners who wish to take first line calls from their customers, but escalate to COMPUTERLINKS for second or third line queries.
End-user must purchase software subscriptions |
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Supported Products Table
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Vendor |
Enhanced Advanced Replacement NBD |
8x5x8
OnSite
Replacement |
8x5x4
OnSite
Replacement |
8x5x4
Engineer
to Site |
24x7x4
OnSite
Replacement |
24x7x4
Engineer
to Site |
Premium Restoration Service 4hr Fix |
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Blue Coat |
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Check Point |
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Crossbeam |
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Non-Standard |
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F5 Networks |
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Network Engines |
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Non-Standard |
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Non-Standard |
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Nokia |
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Resilience
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= Supported |
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NBD |
= Next Business Day |
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8x5x8 |
= Monday to Friday (excl. Bank Holidays) 8 hour Onsite |
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8x5x4 |
= Monday to Friday (excl. Bank Holidays) 4 hour Onsite |
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24x7x4 |
= 365 days of the year. 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
