Third Party Support Process

If your server, storage or networking device develops a problem from simple to complex, from everyday issues to critical ones, we are here to solve it. Quickly open a ticket with our US-based Network Operations Center where first responders will collect information to assess and diagnose the issue. From here, we can assist directly, dispatch a higher level expert for resolution or arrange the logistics of delivery replacement parts. If installation is needed, a trained and skilled Field Engineer will be dispatched.

HOW WE DELIVER THIS LEVEL OF SERVICE

Helpdesk

HELP DESK

  • SmartPortal
  • SmartNOC Network Operations Center
  • 24/7/365 Live Person Response
  • Rapid Escalation to Tier 4 Engineers
PartsLogistics

PARTS LOGISTICS

  • Parts Logistics
  • Smart Logistics
  • 24/7/365 Response
  • Hard Drive Retention
OnsiteFieldEngineer

ON-SITE FIELD ENGINEER

  • Trained and Skilled Field Engineers
  • Nationwide Service for the Entire US
  • 24/7/365 Response
  • Government Clearance

LEARN MORE ABOUT THE MANY BENEFITS WE OFFER THROUGH THIRD-PARTY MAINTENANCE (TPM), INCLUDING SAVINGS, STREAMLINED SUPPORT, EASE OF SERVICE, AND MORE.

THE 5 Step Process TO PROBLEM RESOLUTION

Open A Trouble Ticket 

Open a trouble ticket with your SmartNoc via toll free 800 number, email, or Smart Portal.

Technical Case Managers (TCM) Support 

Your TCM owns the management of your ticket from A to Z managing all assets required for resolution.

TCM Escalate To Tier 4 Expert Level Engineering 

If your problem is complex and requires Expert level SME help, your TCM engages Tier 4 Engineer. Tier 4 creates a solid action plan for resolution.

If A Part Is Required

If it is determined a part has failed and is required for resolution Smart Logistics takes over.

If The Replacement Part Requires A Field Engineer

If the replacement part requires a Field Engineer your Smart Hands FE will be engaged and dispatched to your location to replace your failed part and restore your system. 

We’re here for you 24/7 and we’ll never leave you hanging! Here is the full list of all equipment types we can support for your business.