Hardware Maintenance

‘Reducing support costs and improving service levels’

101 Data Solutions is an established service provider of Multi Vendor Maintenance and Support Plans, offering maintenance options to meet the needs of every customer. By combining Manufacturers maintenance support with 101 on-site service, our clients benefit from the comprehensive maintenance solutions their organizations need.

Our Maintenance service is available in the South East including London, South West, Midlands, UK and Wales, we have established warehouse depots holding over 40,000 spare parts, we some times subcontract to other 3rd party maintenance houses, it is quite possible you may already be using our services.

We work closely with our customers to provide a service which is simple to use and very cost effective.

101 Data Solutions also offer a managed co-termination service to unify and consolidate existing manufacturer support contracts for EMC, Networker, Symantec, Sun Microsystems, Bakbone, Commvault, Quantum and Overland Storage.

101 Data Solutions Maintenance Plans

We offer four Standard levels of hardware and software support.

Platinum: High availability maintenance for systems that are vital to your company. This Maintenance plan provides an on-site engineer within 4 hours, 7 days a week, 24 hours a day to ensure a quick recovery in case of system failure, you have the option to upgrade the service to 2 hours on-site, we find this popular with our customers in the finance sector.

Gold: For maintenance throughout the work week. This program provides Monday through Friday 24×7 coverage, a better service level than Silver but less critical than Platinum.

Silver: For systems and applications in need of standard maintenance on an 8×5 Monday through Friday basis with an engineer on site within four hours.

Bronze: For the experienced users who can perform their own on-site support tasks independently. Alternatively, it’s a very handy support program for less mission critical hardware or a highly available environment. The Bronze level is a good way to cut your support costs but keep a level of coverage. We can guaranteed next day parts delivery at no additional cost.

Support Matrix

Service Level

Platinum

Gold

Silver

Bronze

Systems

Compatible Systems

*Direct Attached Storage

Maintenance Support Features

On Site Technical Support

Best Endeavours

Telephone Technical Support

**On Site Account Reviews

Quarterly or Monthly

Bi – Annual

Yearly

*** Training

Optional

N/A

Close Case follow up

Support Account Manager

Onsite Spares

Not Available

Coverage Hours

Help Desk Coverage

24 x 7

24 x 7 Excluding Bank Holidays

8am – 5pm M-F Excluding Bank Holidays

8am-5pm M-F Excluding Bank Holidays

On-site Technical Response

24x7x4x365

24x7x4 Excluding Bank Holidays

8x5x4 M-F Excluding Bank Holidays

Next Business Day

Customer Defined Priority

Response Times

Critical

Real Time or Within 4 hours

4 Hours to best endeavours

Non Critical

Whenever you like.

Whenever you like. Preferably Business Hours.

Business Hours

Business Hours/ Best endeavours

****2 Hour Response

Uplift Available

Not Available

*The Support of direct attached storage in discretionary.

**Onsite reviews are optional to the customer

***Training maybe chargeable depending on the clients need.

**** 2 Hour uplift is a chargeable addition

End of Life support

At 101 Data Solutions we know the increasing demand to sweat assets in order to maximise their potential and so we also provide support for a number of EoL products.