Classic Maintenance package: $ 750.00 p.a.
Response:
- Not more than one day or next working day subject to availability of personnel. Should the call be received in the late afternoon, or evening, the work will be attended to on
the following day
Replacement / return to operational status
- Router: same day or next day replacement, from the first call at customer place and the router having been identified as failed, or alternatively on the next working day
- Server, if supplied and maintained by Swiftech Automation: Not more than two working days, from the time the server was identified to have failed, and subject
to availability of spare servers at Swiftech Automation. Alternatively, the customer could opt for own replacement, should he or she require earliest uptime of the server
Singtel Line faults Swiftech Staff will initiate the complaint to Singtel, and monitor the status of the Singtel repair work. Should be completed within the next 8 hours (office hours). Alternatively, the customer could carry-in the failed equipment, and Swiftech will initiate the replacement ASAP, instead of the next available time slot. "Value" Maintenance package $ 1500.00 p.a. Response:
- Within the next 4 hours, during office hours. Should a call be received after office hours, the fault will be attended to as the first work, on the next work day.
Replacement / return to operational status
- Router - Same day replacement, from the fault being identified as being the router itself, or first thing on the next working day
- Server, if supplied and maintained by Swiftech Automatiom: Not more than 8 working hours, from the time the server was identified to have failed, and subject
to availability of spare servers at Swiftech Automation. Alternatively, the customer could opt for own replacement, should he or she require earliest uptime of the server
Singtel Line faults Swiftech Staff will initiate the complaint to Singtel, and monitor the status of the Singtel repair work. Should be completed within the next 8 hours (office hours).
Alternatively, the customer could carry-in the failed equipment, and Swiftech will initiate the replacement ASAP, instead of the next available time slot. "Premium" Maintenance package: $ 2500.00 p.a
.Response
- Within the next 4 hours during office and 4 – 6 hours for after office hours. Should a call be received after office hours, and there are no personnel at the customer site,
the fault will be attended to as the first work, on the next work day as a priority work.
Replacement / return to operational status
- Router - Same day replacement, from the fault being identified as being the router itself, or first thing on the next working day
- Server, if supplied and maintained by Swiftech AutomationNot more than 8 working hours, from the time the server was identified to have failed, and subject to
availability of spare servers at Swiftech Automation.
Singtel Line faults Swiftech Staff will initiate the complaint to Singtel, and monitor the status of the Singtel repair work. Should be completed within the next 8 hours (office hours).
Swiftech will ensure that Singtel completes work as a priority. Other information:
- Based on the package, response time is subject to Swiftech being informed through the proper channel
- Repairs / Replacement will be effected based on access to the customer site, along with the customer's coordinator
- For servers supplied by other vendors, Swiftech will coordinate the replacement, but cannot guarantee their response
- Should the server be maintained by the customer, Swiftech will provide assistance, but will not replace or reinstall the server.
- Above response times apply for Linux servers. For other servers, Swiftech will provide response times on a case-by-case basis
- If access to the customer site was denied or not available, Swiftechshall not be held liable for delay in attending to the fault.
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