What level of maintenance coverage does my network require?

The level and scope of maintenance coverage depends on the network devices subject of the maintenance and the terms of the Maintenance and Support contract.

The following is an example of a tiered approach

The head office of a nationwide organisation with 80% of its sales conducted online will want to ensure the head office network devices that are critical to keeping the website up and running have a 24x7x2 Onsite Alphawest Maintenance & Support contract which means they get:

• Telephone support and remote diagnostics to determine the nature of any fault with the Equipment
• 365 days a year advance replacement of specified Equipment parts 24 hours a day
• Parts replacement within 2 hours of fault diagnosis and determination
  labour for on-site parts replacement

Conversely take a branch office of that same organisation with only one or two users, although downtime is detrimental, it is not catastrophic to the organisation and therefore a more cost effective solution would be a 8x5xNBD Onsite Alphawest Maintenance & Support Contract which means they get:

• Telephone support and remote diagnostics to determine the nature of any fault with the Equipment
• Next Business Day advance replacement of specified Equipment parts during the Service Period (not including public holidays)
• Labour for on-site parts replacement
• Diagnosis and determination a replacement part is required has been completed by 3:00pm local time 

If you are not sure where to start or what coverage is required for your devices, please complete the form on the next steps tab to speak with one of our maintenance specialists.