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Our maintenance services extend far beyond traditional break-fix services by delivering unsurpassed help desk and on-site hardware maintenance
agreements to cover all of your technology needs.
Platinum Support
This service is for customers that demand maximum availability.
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Help desk support hours available 24 hours a day, 7 days a week
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On-site hours of coverage are 24 hours a day, 7 days a week and 365 days a year
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On-site response within 4 hours of the part arriving on site (based on parts availability)
Gold Support
This service is designed for customers who need high availability for key business systems
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Help desk support hours available 24 hours a day, Monday – Friday *
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On-site coverage from 8 am to 8 pm site's local time, Monday - Friday *
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On-site response within 4 hours of the part arriving on site (based on parts availability)
Silver Support
Next Business Day Onsite Service.
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Help desk support hours from 8 am to 8 pm EST, Monday - Friday *
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On-site coverage from 8 am to 5 pm site's local time, Next Business Day Monday - Friday *
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On-site response by the next business day following the service call request
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Replacement service by the selected freight carrier for delivery to the end user from the hours of 8 am to 5 pm site's local time, Monday - Friday *
Bronze Service
Parts Logistics for Self-Service - Next business day advanced parts replacement with detailed instructions shipped with and/or offered via email regarding replacement of the part. With these instructions accompanied by help desk support availability during normal hours, the customer removes the faulty part and replaces it with the new part. This service is designed for customers who need high availability of parts for systems, but have technical personnel at their site.
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Help desk support hours 8am to 5pm EST, Monday-Friday *
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Replacement service by the selected freight carrier for delivery to the end user from the hours of 8
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am to 5 pm site's local time, Monday - Friday *
* Excluding Columbia Communications LLC holidays
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