Gold level hardware support provides customers with the economies of next business day parts delivery and the flexibility of off hours onsite engineers. With the reliability and redundancy inherent in a PAN system like the BladeFrame customers frequently find it more cost effective to purchase a next business day parts replacement. However for many organizations restrict access to mission critical datacenters during business hours. Egenera offers Gold level for these customers who want to leverage their failover options to save money but still need to have replacements installed after hours.
Installation
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.
NBD Parts Replacement
If Egenera determines a hardware component has failed, Egenera will promptly. 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.