|
|
|
|
|
Pyramid's Promise: Right Part. Right Price. Right Away!
Toll-free: 877-289-7874
|
|
- Browse By:
- Hewlett-Packard
- Cisco
- Sun
- Enterasys
- GarrettCom
- Force10
- Other Mfrs
- Telecom Products
- Services
- Test/Measurement
- Clearance Items
Additional Info
Hardware Maintenance
Pyramid ManagedIT provides superior hardware maintenance and technology services. We offer solutions for our customers designed to meet specific requirements in midrange systems, networking and storage environments. Pyramid's hardware maintenance programs offer fast resolutions, high uptime, and increased productivity at a low cost. Our extensive experience and vast resources allow us to offer unsurpassed help desk and on-site hardware maintenance agreements. We offer a variety of support packages tailored to meet your needs.
Platinum: Designed for maximum availability. This level of support works around the clock to provide you with rapid recovery in the event of a system failure.
- Advanced replacements delivered within four hours of determining a replacement is required.
- Help desk support available 24 hours a day, seven days a week with 1 hour telephone response to the site.
- On-site coverage 24 hours a day, 7 days a week, 365 day a year.
- Dedicated technical support account manager, real-time access to call activity and site history reports available by request.
Gold: This service is designed for customers who need high availability for key business systems.
- Advanced replacements delivered within four hours of determining a replacement is required.
- Help desk support available 24 hours a day, 5 days a week with 1 hour telephone response to site.
- On-site coverage from 8AM-8PM local time, Monday-Friday.
- Dedicated technical support account manager, real-time access to call activity and site history reports available by request.
Silver: Next Business Day, On-Site Service. Take advantage of certified technical skills and quick turnaround skills with an economical price tag.
- Advanced replacements delivered the next business day between 8AM and 5PM by selected freight carrier (provided request is received before 3PM local depot time).
- Help desk support from 8AM-8PM local time, Monday-Friday with one hour telephone response to the site.
- On-site coverage from 8AM-5PM local time, Monday-Friday.
- Dedicated technical support account manager, real-time access to call activity and site history reports available by request.
Bronze: Next Business Day advanced parts replacement with instructions. This service is designed for customers who need high availability of parts for systems, but have technical personnel at their site.
- Next business day advanced replacements with detailed instructions or email regarding replacement of part. With these instructions accompanied by help desk support, the customer removes the faulty part and replaces it with the new part.
- Help desk support available 8AM-5PM local time, Monday-Friday.
- Dedicated technical support account manager and call center/support center.
- Site activity reports by different criteria available by request.
| Services | Mission Critical | Business Critical | Basic System Support | Parts Logistic Support |
|---|---|---|---|---|
| Coverage: | ||||
| Technical Support | 24/7 | 24/7 | 8 a.m. - 8 p.m. M-F | 8 a.m. - 8 p.m. M-F |
| On-site Service | 24/7 | 8 a.m. - 8 p.m. M-F | 8 a.m. - 8 p.m. M-F | Parts Delivery |
| Response Times: | ||||
| Urgent (help desk) | Next Available Technician | Next Available Technician | Next Available Technician | 1 Hour |
| Urgent (on-site) | 4 Hour | 4 Hour | Next Business Day | N/A |
| Non-Urgent (help desk) | Next Available | 1 Hour | 1 Hour | 1 Hour |
| Non-Urgent (on-site) | At Customers Convenience | At Customers Convenience | At Customers Convenience | N/A |
| Benefits: | ||||
| Mission-critical escalation support | X | X | X | |
| Dedicated tech support account manager | X | X | X | X |
| Real-time account access & reporting | X | X | X | X |
| Site activity reports by multiple criteria | X | X | X | X |
| On-site service | X | X | X | |
| Help desk support | X | X | X | X |
| Account reviews | Monthly | Quarterly | Semi-Annual | |
| Customer care follow up | X | X | X | X |
*Business Critical, Basic System Support & Parts Logistics Support coverage excludes Pyramid Technology holidays and reflects local time. Response times reflect business hours
| Midrange Servers: | PCs: | Networking: | Storage: |
|---|---|---|---|
| HP: 9000 Series Servers & Workstations, Compaq Servers IBM: RS/6000, AS/400, xSeries, pSeries, iSeries SUN: Netra Series, UltraSPARC Platforms, Enterprise & Sun Fire Series | Compaq, Dell, HP, IBM | Cisco, 3COM, Nortel, Brocade, Adtran | Adaptec, Arena Maxtronics, Asaca, ATTO, DISC, EMC CLARiiON, Fastora, HP, IBM, Infortrends, JMR Electronics, LSI Logic Storage Systems, Maxtor, McDATA, Mylex, nStor, NetApps, Overland Data, Pioneer, Plasmon, Qlogic, Qualstar, Quantum, StorAge, StorageTek, SUN, Xiotech, Xyratex |
Software Support Coverage*: Linux, SCO UNIX, Solaris, AIX, OS/400, HP-UX, Microsoft
*The hardware and software listed above is a selection of the most popular manufacturers supported. For additional hardware or software support coverage, please contact us with your specific requirements at 978.823.0700.
Copyright © Pyramid Technology Services, Inc., all rights reserved. All trademarks and service marks are those of their respective owners. Art direction provided by BistroDraw.
Pyramid Technology Services, Inc. is an independent reseller of new, used and refurbished server and networking parts, components and systems from Hewlett-Packard (HP, DEC & Compaq), Sun (Oracle), Enterasys (Cabletron), Force10, Cisco, GarrettCom and many other companies.
Pyramid also provides hardware maintenance and managed IT services to customers worldwide.