Time coverage for this service is up to 24 hours a day, 7 days a week whereas non office hours services can be accessed through standby engineers.
Telephone Assistance includes problem-solving assistance on the use of EQUIPMENT from S.O.S Solution Center. This feature covers all products under this contract services.
Onsite Support will be executed when the problem can not be resolved by phone. Engineer will visit the site to fix the problem. This hardware support includes all materials and labor required to restore the EQUIPMENT up to full operating status.
Response Time for reported problem depends on the type of problem as follow Response Time table below
Back Up unit will be supported when the problem can not be solved in 3 days (working day); the back up unit will be loaned for temporary replacement. This feature can be similar or the same function of the EQUIPMENT unit.
Pre-Scheduled Technical Visit to prevent & identify the problem in the earlier state. It will be executed once in 3 months and the activities cover checking system condition, message file, error log, disk capacity, and any other activities which needed to prevent mal-function of EQUIPMENT in the earlier state.
Enhancement Release Operating System includes upgrade operating system to the latest version if this is needed and agreed by customer which purpose is to solve some problem and improve the performance of the EQUIPMENT.
Patches and Maintenance Release support & installation are subject to the product notice which inform the need of those patches to improve EQUIPMENT performance and solving bug.
Remote Log-in provides a faster problem analysis by analyze the problem remotely, in this case CUSTOMER should provide the appropriate connectivity to S.O.S Solution Center.
Technical Support Team & Support Review will handle calls and support for EQUIPMENT problem. This team will also provide periodic report and initiate technical meeting to discuss EQUIPMENT conditions.