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Support

Net Access delivers maintenance and support services from integrating new technologies in IT infrastructure (multiproduct, multivendor) to providing fast and uncomplicated support proactively. This ensures smooth IT operation right from the start while intern IT specialist can concentrate on core business. Depending on the best fit for a customer’s situation, dedicated team of account managers proposes packaged service offers, or design customized services.

Support Services Packages

During the standard warranty period, customers have the option to enhance the OEM warranty by upgrading to one of four service packages offered by Net Access to meet the desired levels of availability.

Whether service are needed by phone or on-site, whether technical incidents are anticipated or wait until they happen, Net Access have the service option that keeps systems working to the customer’s expectations.

Common to all Net Access service offerings; Net Access Bronze, Net Access Silver, Net Access Gold, the offerings includes telephone support and access to web based 24 x 7 service for reporting incidents and follow-up. Customers receive updates and notification of upgrades for firmware, software patches and bug fixes.

Service problems are also diagnosed remotely to help pinpoint problems and get the system up and running more quickly. To ensure that customers’ problems and issues are dealt with in the most efficient and effective way, there is an escalation path built into every Net Access service offering.

Net Access Bronze

  • Single point of contact through Net Access help desk

  • Service delivery system through remote access service or telephone

  • Coverage during business hours

  • Initial response according to incident criticality

  • Escalation path to ensure incident resolution

Net Access Silver

  • Same features as Net Access Bronze plus

  • Priority call status

  • Onsite service fulfillment

  • Preventive maintenance – health check as per recommended checklist

Net Access Gold

  • Same features as Net Access Silver plus

  • Service coverage 24x7x365

  • 2 hours initial response for priority calls

  • Preventive maintenance – health check as per recommended checklist

  • Assigned IT infrastructure services account manager