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3rd Party Maintenance
We offer the following maintenance programs:
- Platinum Program (Mission Critical)
- Gold Program (Business Critical)
- Silver Program (Basic System Support)
- Bronze Program (Parts Logistics for Self-Service)
Maintenance Program Comparison Chart
Coverages:
Platinum Program (Mission Critical)
This service is for customers that demand maximum availability. This level of support works around the clock to provide you with rapid recovery in the event of a system failure.
- Help desk support hours available 24 hours a day, 7 days a week
- On-site hours of coverage are 24 hours a day, 7 days a week and 365 days a year
- On-site response within 4 hours of the part arriving on site (based on parts availability)
- Dedicated technical support account manager and site history reports by different criteria available by request
Gold Program (Business Critical)
This service is designed for customers who need high availability for key business systems.
- Help desk support hours available 24 hours a day, 7 days a week
- On-site coverage from 8 am to 8 pm site's local time, Monday - Friday*
- On-site response within 4 hours of the part arriving on site (based on parts availability)
- Dedicated technical support account manager and site history reports by different criteria available by request
Silver Program (Basic System Support)
This service is for customers who want to take advantage of certified technical skills as well as quick turnaround on parts with an economical price tag. Twin Cities Digital will provide help desk support and "like" equipment replacement by the next business day.
- Help desk support hours from 8 am to 8 pm EST, Monday - Friday*
- On-site coverage from 8 am to 5 pm site's local time, Next Business Day Monday - Friday*
- On-site response by the next business day following the service call request
- Twin Cities Digital will provide a replacement part by the selected freight carrier for delivery to the end user from the hours of 8 am to 5 pm site's local time, Monday - Friday*
- Dedicated technical support account manager and site history reports by different criteria available by request
Bronze Program (Parts Logistics for Self-Service)
Next business day advanced parts replacement with detailed instructions shipped with and/or offered via e-mail regarding replacement of the part. With these instructions accompanied by help desk support availability during normal hours, the customer removes the faulty part and replaces it with the new part. This service is designed for customers who need high availability of parts for systems, but have reasonably technical personnel at their site.
- Help desk support hours from 8 am to 5 pm EST, Monday - Friday*
- Dedicated technical support account manager and call center/support center
- Site activity reports by different criteria available by request
Hardware Support Coverage
MID RANGE SERVERS:
PCs:
NETWORKING:
STORAGE: (All Major Manufacturers)
Servers
HP: 9000 Series Servers & Workstations
IBM: RS/6000, xSeries, pSeries
SUN: Enterprise & Sun Fire Series, Netra
COMPAQ SGI DEC VAX
Networking
Cisco, Brocade, Qlogic
Storage
Adaptec, Arena Maxtronics, Brocade, Chapparal, Clarion, Compaq, Computer, EMC2*, Eurologic, Fastora, FIA, Gadzooks,
HP, IBM, Infortrend, JMR Electronics, Maxtor, MaXXan Systems, Mylex, NetApps,Overland Data
Qualstar, Quantum, Spectra Logic, StorAge, StorageTek, Storageworks, Sun, Xyratex
Operating System Support Coverage:
Linux, SCO UNIX, Sun Solaris, AIX, HP-UX and Microsoft
*The hardware and software listed above is a selection of the most popular manufacturers supported. For additional hardware or software support coverage, please contact us with your specific requirements at (1-888-880-0522) Availability of specific coverage hours or response times may vary by location.
