101 Data Solutions

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. Click here for more information->

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	Yearly
*** Training	Optional	Optional	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	24×7x4×365	24×7x4 Excluding Bank Holidays	8×5x4 M-F Excluding Bank Holidays	Next Business Day
Customer Defined Priority
Response Times
Critical	Real Time or Within 4 hours	Real Time or Within 4 hours	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	Uplift Available	Not 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

Contact 101 Data Solutions to discuss your hardware and software support requirements