Support
CentriNet's Technocal Support offerings consist of phone support, remote access support, and the availability of on-site engineering support. These plans actually give our customers a "bank" of hours to use as needed for assistance. Hours are deducted from the total plan as they are used. In addition to having access to top level engineers to support your issues, we also guarantee response times based on the severity of the call (See table below).
To learn more about CentriNet's Technical Support plan options, please contact us.
|
Severity |
Definition | Initial Response Time | ||
| 1 |
A Production System is down or effectively unusable as a result of the problem. Problem causes mission-critical impact on the Customer's operation with no acceptable workaround or functionality used to perform tasks considered to be essential to Customer operations, project completion, or normal productivity of end user.
|
Within 1 hour | ||
| 2 |
A Production System is up and running, but the problem causes significant impact and has no acceptable workaround. High impact problem where operation is proceeding, but in a significantly impaired fashion or functionality used to perform tasks considered to be important but not primary to immediate business operations.
|
Within 2 hours | ||
| 3 |
A Non-Production System is up and running, and the problem causes only limited or insignificant impact. Important to long-term productivity, but is not causing immediate work stoppage.
|
Within 4 hours | ||
| 4 |
Problem does not have significant impact to the Customer or functionality that is not important and infrequently used.
|
Within 4 hours |
“If your company expects in-house and remote users to be productive at anytime of the day, with complete security and access to corporate documentation, CentriNet is your solution.”
-Carter Brothers
“CentriNet’s solution gave us faster time-to-productivity on new applications and a quicker ROI on our technology investments.”
-Associated Credit Union
“This is what outstanding support looks like!”
-University Health Services
Virtual IT Solutions Newsletter
CentriNet's new IT Solutions Journal is an interactive monthly newsletter that provides insights into innovations in IT, making the best use of virtualization, and reducing your hardware footprint.