DataServ Support Offerings

Reliable, Scalable Support Tailored to Your Needs.

Support Type: eServices

Help Desk Support

eServices support provides access to DataServ’s Technical Assistance Center (TAC) for troubleshooting and resolution of issues related to the covered equipment and services. This includes the following:

  • Troubleshooting of covered equipment by our TAC engineering team, with support available during standard business hours, 8 AM to 5 PM ET, Monday through Friday.
  • (2) business hour response time
  • Replacement parts covered under warranty, shipped directly from the manufacturer in accordance with their warranty replacement policy
  • Support renewal is offered at the expiration of the current term for eligible items

 

Support Type: Gold

Help Desk Support and Hardware Replacement

Gold support provides access to DataServ’s Technical Assistance Center (TAC) for troubleshooting and resolution of issues related to the covered equipment and services. This includes the following:

  • Troubleshooting of covered equipment by our TAC engineering team, with support available during standard business hours, 8 AM to 5 PM ET, Monday through Friday.
  • (2) business hour response time
  • DataServ TAC will coordinate with the manufacturer to provide support for covered equipment as needed
  • Next business day parts replacement in the event of hardware issues or failure. Replacement parts will be shipped from either the manufacturer or DataServ stock and will be of equal or greater value. Next business day delivery applies to orders shipped by 3 PM, Monday through Friday. This support is dependent on coverage selected.
  • Same day parts replacement in the event of hardware issues or failure. Replacement parts will be shipped from the manufacturer and will be of equal or greater value. This support is dependent on coverage selected.
  • Entitled to OS Patches/Updates
  • Support renewal is offered at the expiration of the current term for eligible items

 

Support Type: Platinum

Help Desk Support and Hardware Replacement with On-Site Add On

Platinum support provides access to DataServ’s Technical Assistance Center (TAC) for troubleshooting and resolution of issues related to the covered equipment and services. This includes the following:

  • Troubleshooting of covered equipment by our TAC engineering team, with support available 24 hours a day, seven days a week
  • (1) business hour remote assistance response time
  • (6) business hour on-site response time after the DataServ engineer determines it necessary to dispatch a Field Engineer. Any determination by DataServ to dispatch a Field Engineer that occurs after 3 p.m. ET will be serviced during the next business day.
  • DataServ TAC will coordinate with the manufacturer to provide support for covered equipment as needed
  • Next business day parts replacement in the event of hardware issues or failure. Replacement parts will be shipped from either the manufacturer or DataServ stock and will be of equal or greater value. Next business day delivery applies to orders shipped by 3 PM, Monday through Friday. This support is dependent on coverage selected.
  • Same day parts replacement in the event of hardware issues or failure. Replacement parts will be shipped from the manufacturer and will be of equal or greater value. This support is dependent on coverage selected.
  • On-Site TAC resource as needed for critical issue troubleshooting and parts replacement
  • Entitled to OS Patches/Updates
  • Support renewal is offered at the expiration of the current term for eligible items

Support Type: Time and Materials

Non-covered Support

Time and Materials support provides access to DataServ’s Technical Assistance Center (TAC) for troubleshooting and resolution of issues related to non-covered equipment or services outside the scope of covered support. This includes the following:

  • Troubleshooting by our TAC engineering team for non-covered equipment or services at current Time and Materials rates
  • All billing rates will be provided prior to services
  • DataServ requires customer approval and/or purchase order prior to providing services
  • All other expenses will be billed at actual cost plus 5%
  • If applicable, materials will be additional and customer will be notified for approval
  • DataServ observed holidays include: New Year’s Day, Memorial Day, Juneteenth, Fourth of July, Labor Day, Thanksgiving Day, Friday after Thanksgiving, Christmas Eve and Christmas Day
  • Current Time and Material rates are provided at www.dataservtech.com/tandmrates
*Please note that not all hardware or services are eligible for every support option