Service Level Agreements

thomastech Is Expert Service For Experts

Deciding what level of service you need is critical in maintaining the balance of your business needs and connectivity. 

Our maintenance plans boost productivity, reduce downtime, and increase the life-span of your equipment,—all while helping your bottom line. You could save up to 80 percent by switching from manufacturer server maintenance plans.

Since 2007, we have tailored network maintenance plans to the specific needs of our clients and our team of experts guarantees that you find the solutions you need quickly.

See how we can help you save money, reduce downtime and extend the life of your equipment.

Server Maintenance Solutions We Offer

  • Comprehensive 24/7 support
  • On-site or local spare parts stocking
  • Support for current and EOSL devices
  • On demand support 
  • Expertise across multiple platforms and networks
  • A commitment to listen, understand and meet your needs
  • Exceptional Cost savings over OEM Support

Get Your Server Maintenance Quote Today

Deciding what SLA is best for you.

Considering everything that is included SLA you select is vital to our ability to best serve you and your business.

When making decisions about what you really need when you sign a contract, it is important to ask questions. We’re here to help you navigate and ensure our service meets your needs.

What’s the Deal with the “4” in the 7x24x4 SLA?

Our “4” means a guaranteed reply of 4 hours while we usually open a ticket in minutes. At thomastech, we can customize the “4” and it can also mean:

  • 4 Hour On-Site After We Open a Ticket
  • 4 Hour On-Site After Diagnosis
  • 4 Hour Call to Repair

If you don’t have parts stored locally or on-site, it doesn’t matter how fast an engineer can get to your site— they won’t be able to fix the issue. We partner with our customers to develop a strategy that incorporates all aspects of an SLA including stocking parts.

Mission Critical

24 X 7 X 4

Same-Day 4-Hour Response

Help Desk 24/7

Guaranteed 4 Hour Response

Service Ticket Opened Within Minutes

Remote and On-Site Diagnosis

Parts Replacement Schedule After Diagnosis

Local or On-Site Stocking of Commonly Failed Parts

On-Site Support Same Day

Critical

5 X 12 X 4

Same-Day 4-Hour Response 8AM - 8PM

Help Desk Monday - Friday, 8AM - 8PM

Guaranteed 4 Hour Response

Service Ticket Opened Within Minutes

Remote and On-Site Diagnosis

Parts Replacement Schedule After Diagnosis

Local or On-Site Stocking of Commonly Failed Parts

On-Site Support Same Day

Premium

5 X 9

Next Business Day 8AM - 5PM

Help Desk Monday - Friday, 8AM - 5PM

Guaranteed Business Hours Response

Service Ticket Opened Within Minutes

Remote and On-Site Diagnosis

Parts Replacement Schedule After Diagnosis

On-Site Support Next Business Day

Parts Delivery Next Business Day

Depot

5 X 5

Next Business Day Parts & Sparing Packages

Local or On-Site Stocking of Commonly Failed Parts

Local or On-Site Enhanced Parts Stocking

Parts Delivery Next Business Day

Part Stocking

Just like other aspects of a thomastech deal, the stocking plan for parts can be tailored to suit your needs and budget.

And because the inventory of parts in every SLA is such a critical component, we set ourselves apart by clearly defining the specific parts that we will need to stock.

 


 

That way you will know exactly what to expect and you will be able to provide input on additional parts that you maywant stocked. We also offer a dedicated warehouse of inventory which means we do not exchange inventories of parts between clients or other contracts.

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