Support

Service Level Agreement

While all systems are covered by an initial standard warranty, many users require support options that provide and ensure higher system availability. For those users, Westcon-Comstor offers support upgrades during the warranty period and annual support extensions post warranty. Support is specific to certain products; please enquire with our Service Level Agreement department when requesting support.

 

When purchasing a Westcon-Comstor SLA you will have immediate access to a pool of storage specialists, who will provide a fault diagnosis. When onsite support is deemed necessary, you have the assurance that a qualified Westcon-Comstor Engineer will perform the service in a professional manner.

 

Support Levels:

 

Choosing the correct level of support depends on your system availability requirements.

  • How heavily do you rely on your backup or data storage solution?
  • Do you require technical support on weekends and public holidays?
  • Do you require a response the same day or would next business day be acceptable?

 

Answering these simple questions will assist you in identifying the support you require. 

 

Support Levels Available:

 

ENTRY Level Support*

NBD Response Monday – Friday 8.30am – 5.00pm

In the event of hardware failure, Westcon-Comstor will respond within the next business day of the failure being reported. Should onsite support be required, the Westcon-Comstor Engineer will arrange a suitable time to come onsite to repair the unit.

EXCLUDES – SATURDAYS, SUNDAYS & PUBLIC HOLIDAYS

ADVANCED Level Support*

4hr Response Monday – Friday 8.30am – 5.00pm

In the event of hardware failure, Westcon-Comstor will respond within 4 business hours of the failure being reported. Should onsite support be required, the Westcon-Comstor Engineer will arrange a suitable time to repair the unit.

EXCLUDES – SATURDAYS, SUNDAYS & PUBLIC HOLIDAYS

CRITICAL Level Support*

2hr Response Monday – Sunday 24 Hours 

In the event of hardware failure, Westcon-Comstor will respond within 2 hours of the failure. Should onsite support be required, the Westcon-Comstor Engineer will arrange a suitable time to repair the unit. 

 

*****Onsite support may not be available if the unit is located more than 50km from Westcon-Comstor office. Please contact Westcon-Comstor to find out if parts only service is available. 

To find out more about Westcon-Comstor SLA contact: SLA Manager at Westcon-Comstor on 09 415 6220 or email sla@westcongroup.co.nz