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

Initial distress signal

Open a ticket with your Smart NOC via the toll free 800 phone number or email.

First responders

Your first responders (Tier 1 Support) collect information from your ticket & any error logs.

Smart Engineering

If your problem requires Smart Engineering (Tier 4 Support), your response team activates Rapid Escalation Methodology (REM).

Replacement parts

If it is determined a part has failed and requires resolution, Smart Logistics takes over.

Your system is restored

If the replacement part requires a Field Engineer, your Smart Hands FE will be dispatched to your location.

Let us make your storage, server and network maintenance easier