Extended support services

Receive additional configurations and change support for your systems

Utilizing all of our expertise we possess, we are able to provide tailored support service with various SLA options

In cases where the standard or extended warranty support do not match all of your needs, we can provide you with extended support services. They complement our extended warranty offerings with additional added value services as incident and problem management, as well as configuration support under a strict SLA.

Offerings

  • 24x7x365 Availability
  • Remote Localization of Faults.
  • Faults Resolutions.
    Resulting from equipment manufacturing defects or features inconsistency.
  • L3 Escalation to Vendor Support.
    If the faults cannot be resolved within the agreed SLA.
  • Rapid Hardware Replacement.
    Flexible hardware replacement options, including 2-hour, 4-hour, and next-business day (NBD) replacements.
  • On-site Support Option.
    A certified Telelink field engineer will travel to your location to replace failed hardware under the optional on-site support.
  • Incident Management.
    The customer receives access to incident tracking tools.
  • Remote and On-site Software Configuration Support.
    Our engineers provide both types of support under the agreed SLA.
  • Root Cause Analysis and Problem Management.
    In-depth investigation of problems in order to eliminate their future impact.
  • Design Changes.
    Related to one or more incidents/problems.
  • Performance and Event Management
  • Configuration Management