In addition to our standard vendor warranty and support we can offer a range of extended hardware and software support options, world-class RMA services offering bespoke on-site support, enhanced advanced replacement, premium restoration and hardware monitoring services, all with published SLA’s. These can be on an 8×5 or 24×7 basis and our services have been designed to offer our customers’ flexible thorough and effective support, ensuring that the quality of support is kept at the highest level.
We manage the hardware RMA support process from diagnostics to despatching dedicated RMA engineers or replacement part, through to reinstalling software and restoring policies.
You will receive thorough and effective telephone support assistance delivered by our 24×7 manned Global Support Centre, by professional qualified engineers trained to the highest standards.
8×5 Telephone Support
This option offers standard support directly to end users between the hours of 9am and 5pm Monday to Friday (excluding statutory public holidays).
24×7 Telephone Support
Our premium level service, offering direct end user technical support 24 hours a day, 7 days a week, 365 days a year
This next business day (NBD) RMA service is ideal for customers capable of performing the required hardware changes. Upon diagnosis of a fault, a replacement appliance will be shipped directly to the customer.
Engineer to Site
This service has been designed to enhance Vendor RMA and Spares Kit Support options. Upon diagnosis of a fault, an engineer will arrive on-site within 4 hours to replace faulty parts with vendor replacements. This service is available on an 8×5 or 24×7 basis.
8×5 On-site Hardware Replacement Service
An engineer will arrive at the end user’s site with a replacement appliance within 4 business hours, between the hours of 9am and 5pm Monday to Friday.
24×7 On-site Hardware Replacement Service
This premium service provides customer with support 24 hours a day, 7 days a week, 365 days a year. A vendor accredited engineer will arrive on-site within 4 hours of diagnosis with a replacement appliance or parts.
Premium Restoration Service
This exceptional service offers customers a high-level re-configuration facility in addition to our enhanced hardware replacement support. A fully vendor accredited engineer will arrive on-site within 4 hours of diagnosis of failure, replace faulty parts, load the correct version of software and install the last saved configuration, leaving the faulty unit fully operational within 4 hours of arrival on-site.
Hardware Monitoring Service
This service is designed to proactively monitor customers’ security appliances 8×5 or 24×7. Our highly experienced security engineers proactively monitor customers’ security appliances to identify any anomalies and potential issues ensuring full operation before they affect business.