24x7x4 refers to the fact the help desk is available via phone 24 hours a day 7 days a week 365 days a year.
X4 refers to the time after a call is opened, Autosupport, show-tech or error logs and/or requested information have been received and a proper diagnosis has determined a critical part failed the Filer or Server or device is critical down and part requires replacement. At this point the time frame to deliver the part to customer site is 4 hours.
24x7x4 refers to the fact the help desk is available via phone 24 hours a day 7 days a week 365 days a year. 24×7 additionally refers to availability of critical parts that incur a failure will be available 24 hours a day 7 days a week 365 days a year.
NBD refers to the availability of replacement parts will be the next business day and are treated the same as 8x5xNBD.
Both the Help Desk and parts are available 8×5 during normal business hours. NBD means the replacement part will be available the next business day after the trouble ticket was opened.
The Following Services are covered by this SLA:
The Smart SLA is a simple customer centric easy to read and understand SLA unlike the small print voluminous SLA’s the OEM’s legal team create that are often filled with weasel words.