As no two networks are identical, so neither is the support requirements. Network Four’s maintenance and support offerings provide a full range of choices from comprehensive service packages to stand-alone services.
i) Bundled Services
For customers who need a complete on-site support package to ensure maximum up time, this is our Premier Service. Hardware and software support plus software updates and limited consulting make this an excellent choice for (large) networks running mission-critical applications. A site survey may be required. The contract term is 1 year. Customized packages are available which include 24-hour-a-day, 7 days a week coverage.
Network Four Guardian Service includes:
ii) Expedited Hardware Repair Service
For customers who maintain their own equipment, this unbundled service covers the hardware and guarantees that the failed product will be repaired and returned within two weeks of receipt by Network Four. If the unit cannot be repaired, Network Four will advice the client accordingly so that they can make arrangements to buy a new unit. The contract term is 1 year and there is no minimum contract value. No advance exchange, technical support or software updates are included (one-off service).
iii) Time and Material Service
For customers who want to purchase trouble-shooting and repair services on an as-needed basis, Network Four offers time and materials response within a commercially reasonable time frame. There is a 4-hour minimum charge, which includes travel time.