Platinum level hardware support provides customers with a premier level of services inclusive of 4 hour part deliver and 24×7 access to onsite engineers. Although a PAN system has numerous redundancies built in to manage around hardware failures perhaps your organization has procedures or SLAs that mandate save day resolution. Maybe your company is growing so fast that assuring the presence of failover hardware is challenging. Platinum support couples onsite technicians with a 4 hour parts delivery. Egenera offers Platinum level for environments that have zero tolerance for hardware failures.
To help ensure that every BladeFrame system meets customer expectations, this program provides pre-deployment and installation activities including a site survey, hardware testing and setup, software installation, and configuration of phone home capabilities, and on-site customer orientation.
24×5 On-site Support
Customers are entitled to on-site service round the clock on business days (Monday through Friday), from highly trained Egenera field engineers.
24×365 Telephone Support
Toll-free technical assistance is available on a 24×365 basis. Egenera’s service model was purpose built for supporting virtualized environments meaning we approach your issue not with a prove it is us mentality but instead focused on finding root cause. We do not staff numerous level 1 triage people who force you to follow a script. Egenera’s support engineers are actual engineers with years of experience administering or supporting enterprise systems and numerous complimentary skill sets in storage, networking, and operating systems. If we cannot find root cause ourselves and the search leads us to another vendor we have partnerships and processes that will ensure your troubleshooting effort is jumpstarted by our findings. Egenera has more experience supporting virtualized infrastructure than any other provider so our customers have less finger pointing and faster resolutions even in these complex environments.
4 hour Parts Replacement
If Egenera determines a hardware component has failed, Egenera will courier a replacement part from a local depot to your location In 4 hours or less. Advanced exchange replacements are shipped via next-business-day delivery. Shipments to major metropolitan areas are sent for delivery first thing in the morning.
Remote System Monitoring
Recognizing that the BladeFrame will be deployed in mission-critical environments, Egenera designed the system to identify and resolve irregularities before they impact performance, maximizing uptime and value to the customer. Egenera can also remotely monitor availability on a 24×365 basis and proactively respond. All with a toolset that is so secure it has passed DOD reviews.
Online Service Access
Through a secure login to the Egenera Web site, customers can access a wide range of online services including installation scheduling, service-call placement, submission and review of service tickets, parts status and FAQs.