Depending on your Service Level Agreement (SLA), IBM hardware support service requests are handed off to one of our help desk engineers who opens a service ticket and begins troubleshooting within 4 hours.
A case manager is then assigned to your request for the entirety of the process. If additional assistance is required, IBM subject matter experts with specialized expertise are brought on to assist you.
We handle all of the logistics including parts shipping, receiving, and stocking that needs to happen before the task can be performed. We'll then schedule a field engineer to come on-site and fix your IBM device. After your request is taken care of and all parties agree on a proper resolution, your IBM service ticket will be closed.
We'll help make sure you know exactly what's included in your SLA before signing a contract with us. It's our goal to set clear expectations and eliminate any surprises for our clients. We can also fully customize your IBM server, storage, or EOSL support maintenance contracts to ensure you get the exact services you need.
With fully customizable contracts and experienced IBM engineers, we will create a plan tailored to your IBM devices. Are you worried about commonly failed parts and want to stock twenty extra cache batteries and power drives on-site? We can make that happen! It's completely plausible for your SLA to be completely unique to you and your business.
Whether you're a small business looking to cover a single EOSL server or an enterprise company that needs support for your diverse portfolio of server and storage devices, thomastech has your back for all things IBM. Feel free to ask us anything about our IBM SLAs and support contracts. Our client transparency and OEM-specific expertise set us apart from other IBM maintenance support providers. Give us a call or fill out a quote form to see the difference for yourself.
When you work with thomastech, your bottom line goes up, this increases your ability to reivent in your own company and expansion, instead of manufacturer support and maintenance services.
Expert support team available 24/7 and service response times of four hours or less.
A stocking strategy based on your comfort level is created and we will always keep you informed of what will be stocked.
We deliver support and maintenance for devices no longer supported by IBM so you won’t be caught off guard having to upgrade before you’re ready.
We build custom contracts and services to serve the needs of small, midsize and large companies. At thomastech, we deliver expert service, support and maintenance for complete server and storage environments using IBM hardware.
When you partner with thomastech for support and maintenance of your IBM device(s), you will get immediate access to our 24-hour help desk, built-in escalation and fast service response by certified engineers.
thomastech engineers have extensive knowledge in and experience with current and past brands, as well as many types of hardware. This allows us to provide flexible and customer-centered service options since we are able to look at problems from different angles.
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