Übersicht über die verschiedenen optionalen Servicelevels und Leistungen für den Bereich Server
Service Offering | Service | Service Item | HiCare On-Site | HiCare (remote) | Note | ||
Standard | Enhanced | Premier | Application Software Upgrade Support | ||||
Customer Support Service for WEU Enterprise IT Products | Remote Support Services1) | Help Desk | 7x24 | 7x24 | 7x24 | 7x24 | Coverage Time |
Remote Technical Support (Priority 1 CSRs) |
7x24x30min | 7x24x30min | 7x24x30min | 7x24x30min | Response Time | ||
Remote Technical Support (Priority 2 CSRs) |
5x9x4hrs | 5x9x4hrs | 5x9x4hrs | 5x9x4hrs | Response Time | ||
Remote Technical Support (Priority 3 & 4 CSRs) |
5x9xNBD | 5x9xNBD | 5x9xNBD | 5x9xNBD | Response Time | ||
Online Technical Support | Yes | Yes | Yes | Yes | |||
Hardware Support Services | Advanced Replacement2) | 5x9xNBD | 5x9x4hrs | 5x9x4hrs | NO | Delivery Time | |
Software Support Services | Software Update | Yes | Yes | Yes | Yes | ||
Software Upgrade | No | No | No | Yes | |||
Onsite Software Update/Upgrade Implementation3) | No | No | No | No | Separate offering | ||
On-site Support Services | On-site Hardware Replacement | 5x9xNBD | 5x9x4hrs | 5x9x4hrs | No | Delivery Time | |
On-site Troubleshooting4) | No | No | No | No | |||
Emergency Recovery Services | Emergency Recovery Service | No | No | No | No | Recovery Time |