GTM-N36FMLC
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Support and Maintenance Services

Dedicated hot line. On-phone and on-site troubleshooting, maintaining network equipment and operation, preparing and updating computer asset and new service pack with routinely meeting with customer.

Benefits to customers:

  • Remove the burden of system management tasks; cut costs and boost efficiency through system innovation and reliablity.
  • Minimize downtime for servers, network, PCs, and other office devices; thus optimize the operation of IT infrastructure for increased productivity and profitability.
  • Prevent troubles through preventive maintenance countermeasues:

    o Periodically check the status of servers & network devices and network conditions

    o Early notice customers about the potential risks to limit incidents affecting the safety of network equipments and systems.
  • Reserve and stock highly available spare parts, for prompt repair and replacement to ensure system and business continuity.
  • Ensure the highest performance of the IT and management systems.

Fujitsu Vietnam’s Service Packages:

Packages
Standard (8x5xNBD) Silver (8x5x4) Silver + (8x6x4) Gold (8x7xNBD)
Call Center Call Management Mon-Fri 8.00-17.00 Mon-Fri 8.00-17.00 Mon-Sat 8.00-17.00 Mon-Sun 8.00-17.00
Hardware Support Telephone Support v v v v
On-site Support v v v v
Troubleshooting/ diagnosis v v v v
Parts Replacement/Borrowing Yes (1*) Yes (1*) Yes (1*) Yes (1*)
OS/SW Support OS/ Application Software support Option(2*) Option(2*) Option(2*) Option(2*)
Response Time Call Response Time 4 hours 2 hours 2 hours 2 hours
On-site Response Time Next Biz day 4 hours 4 hours Next Biz day

(1*): For hardware maintenance:

  • For Fujitsu servers and storages, spare part will be replaced permanently in case of defects.
  • For other equipments such as switch, firewall, etc, alternative equipment shall be provided temporarily while waiting for warranty/fixing equipment (* Part replacement or Repair cost is charged based on actual)

(2*): To be specified in the contract or SLA (Service Level Agreement)