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Annual Maintenance Services

Introduction

We offer a complete range of Maintenance Support Agreements to protect and cover your network in the event of breakdown or failure.

Our Annual Maintenance Contracts are designed to be flexible and provide as much protection as you require from single items of equipment such as servers to complete and comprehensive network cover. All our contracts can be tailored to meet a two, four or eight hour engineer response time and include telephone support.

Support Scopes

Support Scopes Silver Support Gold Support Platinum Support
SLA Time Coverage 8x5 24x7 24x7
Response Time 8 hours* / NBD** 4 hours* / NBD** 4 hours* / NBD**
Mode of Activation Telephone: +977-1-4487099,
Email: support@iidnetwork.net,
and Online Support Ticket System
Helpdesk Support Available Available Available
Hardware Support Available Available Available
Software Support Available Available Available
Sparing Not Available Available Available
Vendor Specific Warrantees Not Available Not Available Available
Others Specified below in Description of Support Scopes and in SLA contract (if any)
* Inside Kathmandu Valley, onsite
** Outside Kathmandu Valley, the response will be made in Next Business Day (NBD)

Definitions

Time Coverage:
It is the time taken to provide responses to you, the customers. If you are the Gold or Platinum customer you will receive services 24x7x365 days, including weekends and public holidays.
Mode of Activation:
The way you prefer to contact us to resolve your problems. You can connect with us using

1. Telephone Calls to Direct Support Hunting Number,
2. Email to support@iidnetwork.net, and
3. Online Support Tracking System available at http://www.iidnetwork.net/support/

Hardware Support:
This includes the hardware related issues including the following:

1. On-site trouble-shooting and fault fixing for Cisco hardware
2. Repair of parts (RMA services) for faulty items
3. To interface and co-ordinate with the client site representative
4. Updating of fault rectification status

Software Support:
This includes the software / firmware / ios / junos issues including the following:

1. On-site trouble-shooting and fault fixing
2. On-site software patching for bug fixes that affect the system i.e. standard corrections only.
3. To interface and co-ordinate with the client site representative
4. Updating of fault rectification status

Helpdesk Support:
It includes telephone assistance during coverage hours. Language medium is either Nepali or English.
Sparing:
This service is available for spare provisioning for supported equipment covered under SLA. This includes maintaining of stocks to provide same or equivalent spares in the event of devices / accessories failure or malfunctioning. The service is provided to you, the customer, for 15 days until the repaired unit is re-installed upon return from Cisco, or if it is not repairable, and if you are in process to purchase the equipment. If you are Silver customer, you can get this service in rental of the equipment on per day basis.
Others:
Other services that we provide to you include:

1. On-site configuration change management
2. Application of security patches
3. Configuration backup
4. Consultancy on design and new features
5. Regular faults reporting or statistic

Support Process

When you make a call / register your issues for the first time, an Account Manager will receive you and then assigns to one of our Technical Support Engineers, who will communicates with you to solve the issues. The following diagram will rectify the process of support that you will get from us:

Support Process

The AM will submit the resolution report once you are satisfied with the solution we provided to you, and the ticket created when you've registered the issue is also closed with the acceptance of the report.

To discuss on our various maintenance contracts in more detail, please call us at 977-1-4487099, or send a mail to our Sales Team.

 
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Institute of Information Development Pvt. Ltd. (IID Pvt. Ltd.) is the most reliable network and security support center in Nepal. IID is Cisco Premier Partner and Juniper JPartner and is associated with other world-renown vendors like IBM, Huawei, VMWare, RedHat, Microsoft etc. IID also provides 8x5 Call Center Help Desk, 24x7 Online Help Desk. IID Nepal, Cisco Premier Partner Nepal, Cisco Premier, Premier Partner, Juniper JPartner Nepal, Cisco Partner, Junper Partner, Cisco Nepal, Juniper Nepal, Nepal Cisco, Nepal Cisco Network, Nepal Juniper, Nepal Juniper Network, RedHat Nepal, RedHat"