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Maintenance

 

Up to 70% LESS than standard OEM maintenance agreements; Zeriva TRU-Shield - Your Single Source for Enterprise Storage Maintenance

Zeriva’s TRU Shield Storage Maintenance services offer superior technology service and support. Our solutions are designed to meet specific requirements in Enterprise Storage environments.

 

Service Level Agreements

TRU Shield Mission Critical - 24x7x4

This service is for customers that demand maximum availability. This level of support works around the clock to provide you with rapid recovery in the event of a system failure.

  • Help desk support hours available 24 hours a day, 7 days a week, with 1-hour telephone response to the site. Average call back time is less than 15 minutes.
  • On-site hours of coverage are 24 hours a day, 7 days a week and 365 days a year.
  • On-site response within 4 hours of the part arriving on site.
  • Dedicated technical support account manager, real-time access to call activity and site history reports.
TRU Shield Standard Support - 8x5 NBD (Next Business Day)

Next Business Day, On-site Service. This service is for customers who want to take advantage of certified technical skills as well as quick turnaround on parts with an economical price tag. Zeriva TRU Shield Maintenance will provide help desk support next business day.

  • Help desk support hours available from 8 a.m. to 8 p.m. EST, Monday-Friday*, with 1 hour telephone response to the site. Average call back time is less than 15 minutes.
  • On-site hours of coverage from 8 a.m. to 5 p.m. site’s local time, Monday-Friday*.
  • On-site response by the next business day following the service call request. Zeriva TRU Shield Maintenance will provide replacement part by the selected freight carrier for delivery to the end user from the hours of 8 a.m. to 5 p.m. site’s local time, Monday-Friday*.
  • Dedicated technical support account manager, real-time access to call activity and site history reports by different criteria available by request.
 

STORAGE PRODUCTS COVERED:

Storage Arrays San Switches Tape Libraries
NetApp
EMC
IBM
HP
Dell
Hitachi
Fujitsu
3PAR
SUN/Oracle
Nexsan
Brocade
Cisco MDS
IBM
Dell
HP
Quantum
SUN/Oracle
StorageTek
SpectraLogic
EMC
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