IT-Hardware-Maintainance1

Hardware Maintenance

Acore Infosystems Private Limited Services provides expert hardware maintenance support and technology services. We offer a variety of service level options designed to meet your specific requirements in midrange systems, networking and storage environments.

ACORE’s IT maintenance plans offer fast problem resolution, improved up-time, and increased productivity at a low cost.  Our extensive experience and wide range of resources enable us to provide unsurpassed help desk support and on-site computer repair and maintenance contracts/services in all 50 states and in over 100 countries.

ACORE offers Support Packages Tailored to the Customer
Which service coverage meets your needs?

Platinum Support:  Maximum system availability.
Provides round-the-clock support and rapid recovery in the event of system failure.

  • Advanced replacements delivered within four hours after required replacement is identified. Help desk available 24 hours a day, 7 days a week (plus 1 hour telephone response time to the site.)
  • On-site coverage 24 hours a day, 7 days a week, 365 days a year.
  • Dedicated technical support/account manager, plus real-time access to call activity.  Site history reports available on request.

Gold Support: High availability for key business systems.

  • Advanced replacements delivered within four hours after replacement is identified.
  • Help desk support 24 hours a day, 5 days a week (1 hour telephone response time to site.)
  • On-site coverage 8am-8pm local time, Monday-Friday.
  • Dedicated account manager for technical support, plus real-time access to call activity. Site history reports available on request.

Silver Support:  Next business day/on-site service expertise of ACORE’s certified technician  — a quick turnaround at economical cost.

  • Advanced replacements delivered next business day from 8am to 5pm, by select freight carrier (request must be received prior to 3pm local depot time).
  • Help desk support 8am-8pm local time, Monday-Friday (1 hour telephone response time to site.)
  • On-site coverage from 8am-5am local time, Monday-Friday.
  • Dedicated account manager for technical support, plus real-time access to call activity.  Site history reports available on request.

Bronze Support: Next business day service for customers with need for high availability of system parts. 

  • Advanced parts replacement, with instructions provided.  Service designed for customers requiring high availability of system parts and their own technical personnel on-site.
  • Next business day advanced replacements with detailed instructions (or email) regarding part replacement. With instructions in hand and help desk support, customer removes faulty part and replaces with new part.
  • Help desk support 8am-5pm local time, Monday-Friday.
  • Dedicated account manager for technical support and call support center.
  • Site activity reports by different criteria available by request.
Services Mission Critical Business Critical Basic System upport Parts Logistic
Support
Coverage:
Technical Support 24/7 24/7 8 a.m. – 8 p.m. M-F 8 a.m. – 8 p.m. M-F
On-site Service 24/7 8 a.m. – 8 p.m. M-F 8 a.m. – 8 p.m. M-F Parts Delivery
Response Times:
Urgent (help desk) Next Available Technician Next Available Technician Next Available Technician 1 Hour
Urgent (on-site) 4 Hour 4 Hour Next Business Day N/A
Non-Urgent (help desk) Next Available 1 Hour 1 Hour 1 Hour
Non-Urgent (on-site) At Customers Convenience At Customers Convenience At Customers Convenience N/A
Benefits:
Mission-critical escalation support X X X
Dedicated tech support account manager X X X X
Real-time account access & reporting X X X X
Site activity reports by multiple criteria X X X X
On-site service X X X
Help desk support X X X X
Account reviews Monthly Quarterly Semi-Annual
Customer care follow up X X X X

*Business Critical, Basic System Support & Parts Logistics Support coverage excludes Acore Infosystems holidays and reflects local time. Response times reflect business hours

Midrange Servers: PCs: Networking: Storage:
HP: 9000 Series Servers & Workstations, Compaq Servers IBM: RS/6000, AS/400, xSeries, pSeries, iSeries SUN: Netra Series, UltraSPARC Platforms, Enterprise & Sun Fire Series Compaq, Dell, HP, IBM Cisco, 3COM, Nortel, Brocade, Adtran Adaptec, Arena Maxtronics, Asaca, ATTO, DISC, EMC CLARiiON, Fastora, HP, IBM, Infortrends, JMR Electronics, LSI Logic Storage Systems, Maxtor, McDATA, Mylex, nStor, NetApps, Overland Data, Pioneer, Plasmon, Qlogic, Qualstar, Quantum, StorAge, StorageTek, SUN, Xiotech, Xyratex