Smart SLA

24x7x4

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.

24x7xNBD

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. 

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:

  • Trained telephone support including access to Tier 4 Engineer’s NCIE, CCIE etc.
  • Monitored email support
  • Failed parts replacement
  • On-Site FE to customer site with failed part
  • Hardware Break/Fix Support

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.