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Maintenence |
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OSI
DATATECH,
LLC
offers the following onsite hardware support contracts
on Sun Microsystems, Embedded Sun, SGI, IBM, and HP
product families. We deliver innovative and creative
service solutions with a commitment to customer service,
and savings up to 30% to 50% of OEM support contract
pricing. |
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Our
Mission:
To deliver innovative and creative service solutions
with a commitment to customer service, second to none,
for the UNIX server and datacenter environment. |
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Offering
a full menu of Service Levels:
Mission-critical systems are supported by customer engineers,
available 7x24, spare parts at the customer site, with
Solaris™ and AIX™ software support provided
by authorized software service providers. Less critical
systems are supported by a combination of on-site customer
engineer, next day parts availability, repair depot
service, telephone technical support, and a variety
of maintenance contract services. |
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Critical
Plus (High Availability Support)
For systems and applications that are critical to
your company’s business. This program provides
an on-site engineer within 4 hours, 7 days a week,
24 hours a day to ensure a quick recovery in case
of system failure. |
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Critical
(Business Week High Availability Support)
For systems service throughout the business week.
This program provides 5 x 24 Monday through Friday
support with optional spares on-site for high availability
applications support. |
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Elite
(Standard System Support)
For systems and applications in need of standard 8
x 5 Monday through Friday support.
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Basic
(Self-Maintenance)
Ffor the sophisticated user who can perform the on-site
task on their own. This program provides technical
support and training, with guaranteed next day parts
delivery (if required, on-site spares can be provided).
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| Service
Delivery |
Critical
1 Plus |
Critical1
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Elite
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Basic
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| Systems
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| Sun, SGI,
IBM, HP Manufactured Systems |
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| Embedded
Systems using Sun Technology |
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| Sun Compatible
Systems |
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| Account
Support Features |
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| On-site technical
support |
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| Telephone
technical support |
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| Customized
Consulting Services2 |
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| Software release planning |
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| On-site account
reviews |
Monthly
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Semi-annual
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Yearly
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Yearly
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| Training |
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| Site activity
log |
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| Solaris and
AIX Software Support |
(optional)
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(optional)
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(optional)
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(optional)
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| Help Desk |
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| Spares on-site |
(optional)
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(optional)
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(optional)
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(optional)
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| Post incident
follow-up |
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| Coverage
Hours and Response Times |
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| Help
Desk coverage hours |
7
x 24 |
5
x 24 |
8am-5pm,
M-F |
8am-5pm,
M-F |
| Telephone
Technical Support coverage |
7
x 24 |
5
x 24 |
8am-5pm,
M-F |
8am-5pm,
M-F |
| On-site
Technical response |
7
x 24 |
5
x 24 M-F |
8am-5pm,
M-F |
Not
Applicable |
| Customer-defined
priority setting |
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Option3
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| Response
Times |
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| Urgent (telephone/on-site) |
Live
Transfer/4 hrs |
Live
Transfer/4 hrs |
Live
Transfer/4 hrs |
4
hrs/ N/A |
| Not-critical
(telephone/on-site) |
Live
Transfer/ Cust. Convenience |
4/hrs/Customer
Convenience |
4/hrs/Customer
Convenience |
4
hrs/ N/A |
| 2-hour on-site response |
Option
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Option
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Option
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N/A
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| Additional Enterprise
Services Solution Center technical contacts |
Option
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Option
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Option
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Option |
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General
Notes: Not all service levels are available in all cities.
Up charges may apply for "out of service area"
coverage.
1 additional chargeable services may be required.
For pricing call OSI sales
2 a choice of systems and professional services
can be quoted separately.
3 7 x 24 technical support coverage with
priority setting is available. For pricing call OSI
sales. |
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Our
Technical Resources:
Our core competency includes OEM-trained engineers
providing professional technical support, reducing
customer downtime, delivering effective diagnosis
and innovative service solutions. Our 4,000 square
foot ESD lab is fully equipped with state-of-the-art
lab equipment for diagnostic repair and test.
Our management staff shares a background of many years
of experience at such notable companies as Hewlett
Packard, Digital Equipment Corporation, Axil Workstations,
Pinnacle Data Systems, and Pyramid Technology, bringing
industry-leading solutions to the marketplace.
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Our help
desk:
To ensure customer service -- second to none -- the
OSI
DATATECH,
LLC
Help Desk offers an escalation path to top management
to resolve service issues. We provide flexible delivery
to meet customer service needs, and follow-up on service
events to guarantee the highest level of customer
satisfaction and support. |
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PRODUCTS
AND SERVICES |
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VMware
Automates the Entire Virtual Machine Lifecycle:
