Solid Care

We offer a menu of hardware maintenance service level agreements that will ensure you have a fit for purpose level of service that also allows the possibility of significant savings over OEM charges. All support programs are expressed in terms of the number of hours covered in a day (24), the number of days in the week covered (7), and the maximum numbers of hours for a physical response from SSCS (4).

Our clients are welcome to choose the right level of care based on equipment and circumstance. And because we have the ability to set the SLA according to individual machines, you are not forced into only one SLA choice per location. All contract calls are acknowledged within 30 minutes of contact to our global call center and a ticket number will be provided.

Solid Care CRITICAL- 24 x 7 x 4 service provided around the clock coverage seven days a week including bank holidays. Our physical response on-site for this service level is four hours from contact. Our technical staff will bring a crash kit of common failure items to complete a repair.

Solid Care URGENT - 9 x 5 x 4 service provided nine hours a day five days a week excluding bank holidays. Our physical response on-site for this service level is four hours from contact. Our technical staff will bring a crash kit of common failure items to complete a repair.

Solid Care SELECT - 9 x 5 x NBD service provided on a next business day basis, excluding bank holidays. Our technical staff will bring a crash kit of common failure items to complete a repair.

*Restore Commitment & Custom SLA Available Under our Intensive Care programs. Please inquire how we can deliver up to a four hour RESTORE commitment.

How to Choose the Correct SLA for Your Needs

Background

Our objective is to assist our clients in making the best buying decision regarding service coverage of their IT assets. Given that SSCS has the ability to allow different SLA coverage within the same datacenter, or data closet, we wanted to provide you the means to evaluate how critical the equipment and function is to your business, and therefore you need the top tier Service Level Agreement (SLA) and where you can economize your maintenance budget by selecting a lower response SLA for less critical assets.

Analyzing the criticality of device

If any of the below are true, you might consider our Solid Care - Critical SLA if you need a response “now” regardless of time of day or day of week:
  • The device is used in conjunction with critical business functions that must always be available.
  • Un-scheduled system downtime can major impact to the business
  • A system outage can have significant negative impact on your clients or partners.

If any of these points are true, you might consider our Solid Care - Urgent SLA if you need a response this business day:
  • This device is used for important work and needs to be repaired quickly should it fail.
  • This devise has multiple users who reply on its uptime.
  • This device is not used after normal business hours, or on weekends.

If any of these statements are true, you might consider Solid Care - Select SLA if it can wait till until next business day:
  • This device is used for development work, or work that is not critical to the primary work output of your company.
  • This device is only intermittently used, and short periods of downtime are not problematic.
  • This device is kept on for archival purposes.

Our Locations

Our global locations mean we're never far away. If you have any questions or would like to talk to one of our local represenatives visit us here for a complete listing.