Third Party Support - Service Levels Explained


Choose the Level of Support That Meets Your Needs

Extend the life of your data center hardware with third party support and maintenance. Even when your storage, server, or networking hardware has reached the end of its warranty with the OEM, utilize various support services by choosing the service level agreement that works for you.

Reliant Technology offers 4 levels of maintenance to customize the support you need for your multi-vendor environment. Contracts can be short or long-term and can be customized to co-terminate with other support agreements, offering you the flexibility to design the support solution that works best for you.

ServiceLevel 1Level 2Level 3Customized
Parts ReplacementCheckCheckCheckCheck
Remote MonitoringCheckCheckCheckCheck
Post—lncident Follow—UpCheckCheckCheckCheck
On-Site Spares KitAvailableAvailableAvailableCheck
Telephone Technical Support24x7x36524x7x3659x5x5Check
On-Site Technical Support4-hr ResponseNext Business DayNext Business DayCheck
 Provides 24x7x365 Help Desk support with replacement parts on-site within 4 hours after the problem is determined. This support level is optimal for production environments, where mission-critical support is required to meet uptime requirements.Provides 24x7x365 Help Desk support with on-site parts replacement the next business day. This support level is optimal for organizations that still want access to the 24x7 help desk, but do not require 4-hour parts on-site.Provides 9x5x5 Help Desk support (9 am-5 pm, Mon-Fri) with on-site parts replacement next business day. This is often used for secondary or archival storage systems which only require support during normal business hours.We realize data center hardware maintenance isn't one size fits all. Extend the life of your production environment and secondary storage systems by choosing from our various maintenance services. Let us craft a support solution to help you meet your specific goals and objectives.

We can blend your maintenance SLA options on a single, coterminous agreement - ideal for environments with equipment from multiple manufacturers, environments requiring different SLA coverage for development or production sites, and companies wanting to streamline all their maintenance terms and contracts.

Ready to Setup Your Support SLA?

Our robust infrastructure matched with our unique post-warranty support approach is what makes us the World's #1 Reseller of Certified Pre-Owned Storage Hardware & Support. For more information about our maintenance SLAs, features, and support, contact our Maintenance Services team at 1.877.227,0828, or request a custom maintenance quote.