Tech Care delivers fast, expert technical support, on-island hardware sparing, with personalized services to help CCS customers resolve critical infrastructure issues. With Tech Care customers can expect the following:
Single Point of Contact
CCS provides Tech Care customers live answer, single point-of-contact customer service through CCS’ service desk. Friendly and knowledgeable service desk staff will answer service calls, create service tickets with all the information that is pertinent to each service call and dispatch CCS technical resources to resolve customer issues. The base Tech Care package includes a guaranteed 4 hour technician response time during regular business hours and the service level agreements (SLA) improve significantly with premium Tech Care offering. Service calls can be logged over the telephone or via email.
On-Island Spares
With a Tech Care agreement in place, CCS will maintain an inventory of replacement parts in a local temperature and humidity controlled warehouse. In the event that a piece of equipment contracted to us fails, CCS will repair or replace the faulty equipment at no cost to Tech Care customers. Even the labor associated with replacing or repairing the equipment will not be charged back to customers.
Certified Support
CCS’s technical staff are fully trained and certified in all the technologies CCS represents. Tech Care customers are assured that experienced and certified CCS engineers will respond to a system fault within 4 hours of a customer opening a services call, within 2 hours if the customer has subscribed to a premium Tech Care Agreement.
Vendor Collaboration
While CCS is the first line of support, Tech Care agreements are backed by collaborative support agreements with our key vendors. Equipment under a Tech Care support agreement is registered with the manufacturer giving customers access to firmware updates as well as the assurance that CCS can work in collaboration with the vendor to handle any issues that may arise.
Optional After hours Support
Some customers rely on their systems outside of normal working hours and can’t afford to wait until the next business day to have their problems resolved. To meet the needs of customers with 24 hour operations, CCS can provide 7x24x2 Tech Care. If the customer subscribes to the 7x24x2 Tech Care support the SLA is improved to a 2 hour response window and any labour associated with any after hours maintenance call will also be covered under the agreement, effectively covering a customer’s service needs 24 hours a day, 7 days a week.
Maintenance Costs
We at CCS recommend maintenance agreements to all our customers for any equipment they deem critical to their company’s daily operation. The cost of a CCS standard 8x5x4 Tech Care agreement is based on the replacement value of the hardware and software of the infrastructure covered under the agreement. The 7x24x2 Tech Care agreements are supplemental to the standard agreement.