HW – Hardware assistance

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Provides a quick response to inefficiencies caused by hardware failures on active devices such as switches, routers, UPS, etc.

It enriches the assistance provided by the Vendors, anticipating the immediate replacement of the malfunctioning devices

Provides equipment with similar or superior characteristics capable of guaranteeing operational continuity for users

Ensures optimal management of the entire repair process of damaged components

SM

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Service Manager

SD

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Service Desk

SL1

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Support Level 1°

SL2

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Support Level 2°

SL3

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Support Level 3°

REP

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Reperibilità

HW

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Hardware replacement
  • RMA management with Vendors
  • Replacement of equipment (same category or higher) in case of serious malfunction or HW failure
  • On-site restoration intervention or sending the replacing device to the customer (according to the agreed methods and SLA)

NOT INCLUDED

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  • Management of problems or bugs on firmware or systems
  • Device reconfiguration (in case of unavailability of backup of the configurations)
  • Periodic and Recurring Backup of the configurations in use
  • 2nd level technical support
  • Firmware Upgrade
  • Device monitoring
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