Support
Service is a critical-cost component of the solution and should be evaluated at time of design to assure the technology partner you select offers a robust, global service model. The biggest mistake our clients make is treating support as an afterthought, not a key consideration when designing a platform solution.
ONSITE GLOBAL SERVICE MODEL
The onsite service model is the most requested model of our service offering. Our clients determine whether the issue is software- or hardware-related. If hardware is the point of failure, we’ll deploy parts and labor to repair the item. This service is performed per the SLA purchased at time of order. Common term options include:
- 3yr, Onsite, NBD, 365 days x 7 days x 24 hrs
- 3yr, Onsite, NBD, 365 days x 7 days x 24 hrs, Keep your hard drive
- 3yr, Onsite, 4 hour, 365 days x 7 days x 24hrs
- Deployment Services: an onsite service where the systems are unpacked, installed and connected to the network. The system is then ready for the final step in deployment by the customer or our ISV customer.
Support contracts are offered in customizable time frames from 3 to 5 years. Consult with your CCI representative for additional information.
ADVANCED SERVER REPLACEMENT (ASR)
ASR is a support model that some customers employ to mitigate managing an onsite repair at their customer site. This model is different from onsite service and simply ships a complete system as the replacement for the failed system. The customer receives the ASR unit, places the failed unit in the system box that was received and returns it to CCI (RMA shipping label provided).
CCI will evaluate and refurbish the failed unit once received and place into Customer-Owned Inventory (COI) for future ASR requirements.
