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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
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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 |
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| Hardware Support |
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| Software Support |
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| Sparing |
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| Vendor Specific Warrantees |
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| Others |
Specified below in Description of Support Scopes and in SLA contract (if any) |
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* Inside Kathmandu Valley, onsite
** Outside Kathmandu Valley, the response will be made in Next Business Day (NBD)
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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:
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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