Support

Service Level Agreement

While all systems are covered by an initial standard warranty, many users require support options that provide and ensure higher system availability. For those users, Westcon Group offers support upgrades during the warranty period and annual support extensions post warranty. Support is specific to certain products; please enquire with our Service Level Agreement department when requesting support.

 

When purchasing a Westcon Group SLA you will have immediate access to a pool of storage specialists, who will provide a fault diagnosis. When onsite support is deemed necessary, you have the assurance that a qualified Westcon Group Engineer will perform the service in a professional manner.

 

Support Levels:

 

Choosing the correct level of support depends on your system availability requirements.

  • How heavily do you rely on your backup or data storage solution?
  • Do you require technical support on weekends and public holidays?
  • Do you require a response the same day or would next business day be acceptable?

 

Answering these simple questions will assist you in identifying the support you require. 

 

Support Levels Available:

 

ENTRY Level Support*

NBD Response Monday – Friday 8.30am – 5.00pm

In the event of hardware failure, Westcon Group will respond within the next business day of the failure being reported. Should onsite support be required, the Westcon Group Engineer will arrange a suitable time to come onsite to repair the unit.

EXCLUDES – SATURDAYS, SUNDAYS & PUBLIC HOLIDAYS

ADVANCED Level Support*

4hr Response Monday – Friday 8.30am – 5.00pm

In the event of hardware failure, Westcon Group will respond within 4 business hours of the failure being reported. Should onsite support be required, the Westcon Group Engineer will arrange a suitable time to repair the unit.

EXCLUDES – SATURDAYS, SUNDAYS & PUBLIC HOLIDAYS

CRITICAL Level Support*

2hr Response Monday – Sunday 24 Hours 

In the event of hardware failure, Westcon Group will respond within 2 hours of the failure. Should onsite support be required, the Westcon Group Engineer will arrange a suitable time to repair the unit. 

 

*****Onsite support may not be available if the unit is located more than 50km from Westcon Group office. Please contact Westcon Group to find out if parts only service is available. 

To find out more about Westcon Group SLA contact: SLA Manager at Westcon Group on 09 415 6220 or email sla@westcongroup.co.nz