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 |
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| Helpdesk Support | |||
| Hardware Support | |||
| Software Support | |||
| Sparing | |||
| Vendor Specific Warrantees | |||
| 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) |
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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
Hardware Support:
This includes the hardware related issues including the following:
Software Support:
This includes the software / firmware / ios / junos issues including the following:
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:
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:
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.