ServerCare
Delivering first class service, providing 100% peace of mind…
ISC ServerCare launched in 1994 and now supporting over 3,500 servers in the UK is our flagship service that achieves 99% first fix rate and is backed by a Service Level Agreement (SLA) that financially compensates you if we fail, thus providing high availability and reliability for your most business critical systems.
This service includes predefined service levels tailored to meet customers’ business needs. ServerCare offers either an on-site repair from our nationwide base of engineers who are all MCSE qualified, or if this cannot be achieved within the SLA, the installation of loan or exchange equipment to maintain system functionality.
A range of equipment is covered which includes Intel Servers manufactured by Compaq, HP, IBM and Dell, components such as array controllers, memory and hard disk drives that are not part of the original specification and peripheral equipment including back-up devices and UPS.
ServerCare is delivered by a dedicated, experienced and accredited team of ISC engineers who are committed to providing first class service, backed by a highly capable, customer focussed management team. This optimises the quality of ISC’s service delivery and ensures that best practice delivery mechanisms are consistently applied.
ISC are confident that this product will deliver performance beyond our clients’ expectations; so much so that we will contractually agree to pay a financial penalty to any customer should a fix fall outside of the SLA. A failed call is an extremely rare occurrence; the expectation of success is so high that, without exception, every failed call is subject to ISC Director level escalation.
ServerCare is available to all business types within the UK and Ireland and is offered with fix times and hours of cover to suit customer’s individual requirements.
Fix Times
- Four hour call-to-fix
- Six hour call-to-fix
- Eight hour call-to-fix
- Sixteen hour call-to-fix
Hours of Cover
- 9.00 – 17.30 Monday to Friday (excluding public and bank holidays)
- Cover can be extended 24x7x365
Key Features
- First time resolution, with minimal disruption.
- ISC are able to provide highly competitive pricing.
- Services are tailored to exactly meet customers’ business requirements.
- ISC retain dedicated, skilled, certified support professionals to deliver this service.
- ISC engineers are trained to MCSE levels.
- Extensive equipment holdings ensure a first time fix is achieved.
- Loan equipment provision to maximise system availability.
- Automatic escalation to Director level for failed SLAs.
- Financial penalties for failure to meet SLAs.
- Extensive management reporting
The above Service Level Agreements are available subject to geographical location of equipment
