Business hours, an extended window or another schedule may be agreed according to infrastructure criticality.
General principle
Russian enterprise hardware manufacturers commonly separate standard warranty from extended service programs. For PRO IT, a program is designed around equipment type, geography, criticality and customer requirements. Parameters do not constitute an SLA until agreed by contract.
Key information
Terms and operating procedure
Where required, the contract defines acknowledgement and processing start targets for different priorities.
Depending on equipment and region, remote assistance, depot service or on-site work may be discussed.
Spare parts reserves, preventive visits, reporting, a designated coordinator and special drive handling may be considered separately.
What to include
Context shortens the path to an answer
You can still submit a request if some information is unavailable. We will clarify what is needed in the next message.
- —Equipment type, quantity and geography
- —System criticality and acceptable downtime
- —Required support hours and communication channels
- —Need for on-site work, spare parts and reporting
Discuss your requirement