MultiCare – Service Level Packages
Traditional support subscriptions from vendors and OEM are often inflexible and expensive, while corporations require tailored support solutions to fulfill their unique business requirements. LayerCore Networks offers MultiCare: a high-quality, vendor independent alternative for OEM hardware support, creating a perfect fit for corporate business requirements.
To help customers meet their critical business objectives, MultiCare offers several Service Level Package options, providing maximum flexibility and scalability for corporate enterprises:
Same Day 2h onsite 24/7
LayerCore Networks provides Same Day, 2 hour on-site response including spare parts, technical support and labor (24/7). This Service Level also includes 24/7 access to the online TAC.
Same Day 2h onsite 4h Call to Repair 24/7
Provides Same Day 2 hour on-site response, guaranteed resolution within 4 hours, including spare parts, tecnical support and labor (24/7). This Service Level also includes 24/7 access to the online TAC.
Same Day 4h onsite 24/7
Provides Same Day 4 hour on-site response including spare parts, technical support and labor (24/7).
This Service Level also includes 24/7 access to the online TAC.
Same Day 4h onsite 8h Call to Repair 24/7
Provides Same Day 4 hour on-site response, guaranteed resolution within 8 hours, including spare parts, tecnical support and labor (24/7).This Service Level also includes 24/7 access to the online TAC.
Service Level uplifts
In case of a Service Level uplift (server still under vendor or OEM warranty) LayerCore Networks will take care of the return shipments and correct packaging of spare parts as well as incident management with the vendor or OEM, without any additional costs.
Technical Assistance Center
The cornerstone of MultiCare is providing mission Mission Critical Support delivered by world-class engineers and backed by our Technical Assistance Center that operates 24 hours a day, 7 days a week, 365 days a year.
Customers with a valid MultiCare support contract have 24/7 access to a wide range of informational and technical support tools, enabling end users to manage incidents, support contracts and configuration items.
Provides access to a our case management tool which allows customers to open, update and track cases in real time.
Provides acces to a configuration management database, enabling customers to view equipment configuration, part numbers and incident history per covered serial number.
Remote System Monitoring
Today’s increasing demand for IT infrastructure reliability develops an on-going need for organizations to constantly monitor their critical IT systems to ensure continuous availability, security and performance. LayerCore Networks takes the stress out of hardware incidents by monitoring infrastructure components 24/7 and by taking the right actions to repair when necessary, on top of identifying areas for enhanced system optimization.
Real-time monitoring: of systems accross decentralized IT infrastructure.
Real-time discovery: of system issues and failures with automatic notification to the appropiate resource for resolution.
Reduced IT operation costs: through quicker identification and resolving of issues.
Minimized risk: on downtime due to timely identification and resolving issues.