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Annual Maintenance Contracts
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Professional Services
Support Item
Number of TAMs
Location of TAMs
Initial Planning Session
Scheduled Status Meetings
Live Technical Support (Real Time access to TAM)
Service Level Penalty
Spare Replacement
Maintenance Visit
Advance Hardware Replacement
Firmware Upgrade & OS Support**
Applications Support**
Onsite Assistance
Response Time-Remote
Response Time-Onsite
Resolution Time
Authorised Contacts
Additional Contacts
Standard
NA - Service Desk
Number of TAMs
NA
Location of TAMs
NA
Initial Planning Session
NA
Scheduled Status Meetings
NA
Live Technical Support
NA
Service Level Penalty
Yes
Spare Replacement
NA
Maintenance Visit
NA
Advance Hardware Replacement
NA
Firmware Upgrade & OS Support
NA
Applications Support
Yes
Onsite Assistance
Best effort*
Response Time-Remote
NB
Response Time-Onsite
Depends on Spare Availability
Resolution Time
NA
Authorised Contacts
NA
Additional Contacts
Silver
NA - Service Desk
Number of TAMs
NA
Location of TAMs
NA
Initial Planning Session
Half yearly
Scheduled Status Meetings
NA
Live Technical Support
NA
Service Level Penalty
Yes
Spare Replacement
Quarterly
Maintenance Visit
NA
Advance Hardware Replacement
Basic OS Support
Firmware Upgrade & OS Support
NA
Applications Support
Yes
Onsite Assistance
4/6 hours
Response Time-Remote
NB
Response Time-Onsite
2-3 days
Resolution Time
Shared
Authorised Contacts
NA
Additional Contacts
Gold
Shared
Number of TAMs
Dubai
Location of TAMs
By Mail
Initial Planning Session
Quarterly
Scheduled Status Meetings
6x12
Live Technical Support
5% max
Service Level Penalty
Yes
Spare Replacement
Every Two Months
Maintenance Visit
Yes
Advance Hardware Replacement
Yes
Firmware Upgrade & OS Support
Yes
Applications Support
Yes
Onsite Assistance
2 hours
Response Time-Remote
Same day
Response Time-Onsite
NB
Resolution Time
Dedicated
Authorised Contacts
Shared
Additional Contacts
Platinum
Dedicated with backup
Number of TAMs
Dubai / Abu Dhabi
Location of TAMs
On-Site
Initial Planning Session
Monthly
Scheduled Status Meetings
24x7
Live Technical Support
15% max
Service Level Penalty
Yes
Spare Replacement
Every month
Maintenance Visit
Yes
Advance Hardware Replacement
Yes
Firmware Upgrade & OS Support
Yes
Applications Support
Yes
Onsite Assistance
30 minutes
Response Time-Remote
4 hour
Response Time-Onsite
Same day
Resolution Time
Up to 2***
Authorised Contacts
Up to 2
Additional Contacts
Choice for global businesses looking to standardize at the core through technology interventions.
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