itec’s maintenance support is available at a variety of service levels. Our engineers have a deep working knowledge of all the technologies we support, making maintenance a quick and simple procedure that won’t interfere with your customers’ daily operations.
- Robert Hessel, CEO, Source 1 Solutions
itec’s Maintain service offers are designed to give our customers the ability to select the level of support needed in a multi-vendor, multi-national environment.
The services are designed to fit itec’s indirect channel model and cover the full range of technologies within itec’s portfolio globally.
Maintain is comprised of service components which can be selected by customers in line with their requirements and the needs of their customers.
The itec Maintain service components:
• On Site Engineer (Labour and Parts)
• On Site Engineer (Labour Only)
• On Site Parts Only
• Remote Technical Support
• Dedicated On-site Engineer
itec offers 3 main Service Level Agreements for its Maintain services as per the table below. itec can also provide customers with the flexibility of an SLA to suit customer specific requirements if not covered within the standard itec Maintain service.
All support activity both on and off site is logged, managed, tracked and reported on by itec TAC trained technical operatives. Customers benefit from a single interface for ease of use and expediency.
Upon sign-up customers will be provided with access to itec’s support portal, where they will have the ability to log and track support tickets 24/7.