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What Service Level can I expect?
As standard, all SystemCare and SystemCarePlus contracts carry a Call to Response Service Level Objective (SLO) of 2 Hours for critical calls and 4 hours for all other calls. If you require a more stringent SLO (for example 1 Hour Call to Response) bespoke options are available for contracts of 100 workstations or more.
Does your service include proactive maintenance?
Yes, SystemCare includes Patch Management and the axis Pulse Daily Server Check. SystemCarePlus also includes axis Pulse 24 x 7 Server Monitoring.
Does the contract include hardware maintenance?
Yes, axis SystemCare includes PARTS EXCLUSIVE hardware maintenance. For PARTS INCLUSIVE cover you should choose SystemCarePlus or add on a hardware maintenance contract.
How do I book a call?
Calls can be booked online 24 x 7 x 365, by email or by calling our Support Line on 01278 422219. Telephone lines are manned during our standard working hours; 8-5 Monday to Friday (excluding statutory holidays). Extended hours coverage can be provided as an option subject to quotation.
What happens if your technicians are busy?
You can speak to helpdesk reception who will book a call back for you; you may also submit support requests by email or online at www.axisfirst.co.uk/technology/support/
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I have software installed that is not included on your Supported Products list, how do we get support on this?
In this case there are two options: you can either book an engineer at our standard rates or you can buy an axis NetTime support pack in advance. The latter option will give you preferential pricing over our standard hourly rates.
I only want cover on a selected number of PCs or Products, is this possible?
No, because an issue on one PC or Product may impact on the entire network, axis SystemCare is only available if all PCs and Servers on a site (or connected to a site) are covered.
Does the contract include re-installing Windows if a hard disk has failed or the operating system has become corrupt?
This type of cover is known as Gap Cover. It is included where your server is covered either by axis SystemCarePlus or by axis SystemCare in combination with axis hardware maintenance.
We have our own IT staff but wish to have an additional support company to help out, is axis SystemCarePlus the correct solution for us?
Yes it is. We offer a flexible discounting model for axis SystemCare and SystemCarePlus agreements based upon the level of in-house IT skills (i.e. the levels of Microsoft certification held) and resources (i.e. the ratio of IT staff) you have.
*Subject to fair usage policy.
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