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
HELP DESK
- SmartNOC Network Operations Center
- 24/7/365 Response
- 3 Shifts
- 3 Shifts of 1st Responders
- Rapid Escalation to Tier 4 Engineer’s
PARTS LOGISTICS
- Parts Logistics
- Smart Logistics
- Access to parts when you need them
- 24/7/365 Response
ON-SITE FIELD ENGINEER
- Smart Hands Team
- Trained and Skilled Field Engineers
- Nationwide Service for the Entire US
- 24/7/365 Response
THE 5 Step Process TO PROBLEM RESOLUTION
Open a ticket with your Smart NOC via the toll free 800 phone number or email.
Your first responders (Tier 1 Support) collect information from your ticket & any error logs.
If your problem requires Smart Engineering (Tier 4 Support), your response team activates Rapid Escalation Methodology (REM).
If it is determined a part has failed and requires resolution, Smart Logistics takes over.
If the replacement part requires a Field Engineer, your Smart Hands FE will be dispatched to your location.