Support Services

Services aimed at providing 100% availability in the operation of your network and maximize return on investment. These services are provided by phone, online chat, remote access or onsite; with response times according to the particular needs of each client.

The three service packages: Basic, Extended, and Premium, including preventive maintenance. In addition, Extended and Premium packages include hardware replacement in case of failure. The Premium Package is recommended for customers with mission-critical networks.

Support Service Packages

AEC provides a range of maintenance and support services designed for different types of requirements of our clients to achieve a performance level that meets their operational needs.

Benefits

  • Simple cost scheme.
  • Manufacturer´s warranty.
  • Support for managing your IT infrastructure.
  • Response time commitments for maintenance and support.
  • Replacement of equipment in case of hardware failure. 
Specs Coverage
Type of Service Standard Extended Premium
Periodic maintenance visits (monthly, bimonthly, quarterly) •    
Periodic maintenance visits with NBD AHR   •  
Periodic maintenace visits AHR NDB 24x7     •
Incident response 5 x 8 5 x 8 7 x 24
Hours 5 x 8 5 x 8 7 x 24
Maximum Response Time 1 Business Day 1 Business Day 4 hours
Service Details      
Manufacturer certified engineers/technicians • • •
Original spare parts   • •
Maintenance report • • •
Periodic preventive maintenance • • •
Report: relevant issues, corrective actions and recommendations • • •
Hardware maintenance • • •
Log review • • •
Firmware/software/licensing updates • • •
Discount on cost of service hours • • •
Immediate replacement of hardware (Next Business Day)   •  
Immediate replacement of hardware (less tan 4 hours GAM)     •
Option to request engineers onsite     •

Definitions:
NBD: Next Business Day or Next Business Day
GAM: Greater Metropolitan Area
AHR: Advanced Hardware Replacement