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Service Levels
Your IT infrastructure must be available to meet the demands of your business, whether for mission-critical applications or budgetary considerations. We at Wise offer a full range of support levels designed to help meet your needs during both the warranty and post-warranty periods. Available levels of support are product dependent. If you have questions, Call us Toll-Free at 800-620-8623 or send us an email describing your needs to info@wisesolutioninc.com.
These levels and service options are designed to help you manage IT costs within the requirements of your business and budgetary constraints. The service levels described here can be mixed and matched to accommodate your company requirements.
Service Level |
Response Time |
| Crucial-Response | Delivery: Same Day, 2-hour response time (24/7) |
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This option is ideal if you are looking for same day, 2-hour response. It also provides the option to do an evaluation of systems covered within the contract and then to stock on-site components with elevated failure rates. This level of care activates our 24/7 service engineers who are on call. |
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| Rapid-Response | Delivery: Same Day, 4-hour response time (24/7) |
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This option is ideal if you are looking for same day with a longer 4-hour response. In this category, a phone evaluation will initiate Spares-on-Demand to determine what components are required to solve the problem. The dispatched engineer will arrive on-site with spares to get your system back up and running as soon as possible. This level of care activates our 24/7 service engineers who are on call. |
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| Flex-Response | Delivery: Same Day, 2 or 4-hour response time (5/12) |
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This option is ideal if you are looking 5-days of same day, 2 or 4-hour response coverage during the hours from 8AM to 8PM. In this category, a phone evaluation will initiate Spares-On-Demand to determine what components are required to solve the problem. The dispatched engineer will arrive on-site with spares to get your system back up and running as soon as possible. |
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| Timely-Response | Delivery: Next Business Day (5/9) |
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This option is ideal if your systems are not running critical operations or can continue service with some systems being down. The Next-Day response will be activated when service calls are received between 8 AM to 5PM during 5 business days. If a call falls on a Friday, a service engineer will be dispatched to arrive the next business day being Monday. |
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| Parts Only | Delivery: Next Business Day (5/9) |
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This option is ideal if your have service engineers or technicians on staff and wish to perform your own on-site support. The Next-Day response will be activated when service calls are received between 8 AM to 5PM during 5 business days. If a call falls on a Friday, spare parts will be shipped out on Saturday. |
All our contracts will be eligible for monthly or quarterly reviews. This allows you as a client to manage your service needs and to also evaluate service response times, problem resolution time, and general performance to our Service Level Agreements.
