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 a schedule coverage, response times and solution according to the particular needs of each client.

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

Support Service Packages

AEC offers a series of maintenance and support services designed for different types of requirements of our customers to achieve a level of operation 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 24×7
Incident response 5×8 5×8 7×24
Hours 5×8 5×8 7×24
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