Reasons for Using Service Level Agreements
Reduce Downtimes
Stay prepared for any issues that can cause expensive downtimes – with next business day hardware advanced exchange, remote support or even next business day on-site support, you can rely on getting the issues resolved quickly.
Reduce Risk of Hardware Failure
Reduce the risk of hardware failure causing long downtimes, by receiving a replacement for your faulty hardware on the next business day. Vastly reduces downtimes, especially when compared to the default “Return-to-Factory” procedure that is included in the standard warranty.
Improve Network Availability
Our qualified technicians will support you in keeping the network availability high
#Open2Support
STORDIS offers three types of Service Level Agreement as an extension to the manufacturers’ standard or STORDIS’ extended hardware warranty. All customers are supported by highly qualified specialists from STORDIS or experienced and trained support partners. These SLAs are available for Open Networking Bare Metal Switches.
Our Smart service is a value-added extension to the standard warranty providing you with an express same day shipment to replace defective products in advance. Depending on your location, you could receive your replacement part on the next business day*. In addition to the advanced exchange service, our Support Management Platform is available for you 24×7. With this platform, you will gain full access to our knowledge base including product related information, tweaks, hints, FAQs and much more.
Our Advanced service is a great extension to the standard warranty and offers advanced access to our experienced support team. You get the benefits of our Open2Support Smart service and in addition, our support engineers will also be available 8×5** to assist you via phone or email with analyzing and troubleshooting software and hardware related problems.
Our Premium availability service is the best extension to the standard warranty and offers premium access to our experienced support team. You get the benefits of our Open2Support Advanced service and in addition, our support engineers will also be available 24×7 to assist you via phone or email with analyzing and troubleshooting software and hardware related problems.
Premium Plus is an available extension to the Premium service to provide you with an on-site break fix engineer. If a problem cannot be solved via phone or remotely, one of our technical support engineers will be dispatched to resolve the problem on-site on the next business day.
Feature Overview
| Feature | Smart | Advanced | Premium |
|---|---|---|---|
| Support Management Platform 24×7 |
|||
| Hardware Advanced Exchange Same business day shipment |
|||
| Hotline and Remote Support 8×5** |
|||
| On-site Support Next business day |
*** | ||
| Support Service Availability** |
8×5 | 8×5 | 24×7 |
** German/UK local time (except bank holidays and company shutdowns)
*** With Open2Support Premium Plus extension only
Andrzej Brzeziński
Marianna Pudliszewska