Go Virtual’s Hardware Maintenance service offers a range of Service Level Agreements that can be customized to meet the logistics, remote help desk, and onsite support needs of your Go Virtual hardware solutions.
Mission-critical environments
Our Onsite Service Programs include a 4-hour response time option for mission-critical environments, as well as tailored solutions to meet your specific business requirements. To learn more, please review our brochure or reach out to your Go Virtual Sales Representative.
A Go Virtual authorized representative will be dispatched to the customer’s location within 4 hours of receiving the service request, identifying the issue, and having the necessary spare parts on hand to begin hardware maintenance service.
This service is available during standard business hours, Monday to Friday, excluding local holidays. A Go Virtual authorized representative will arrive at the customer’s site on the next business day after receiving the service request, identifying the issue, and determining and shipping the defective parts required for hardware maintenance service.
At your request, we offer customized services that can be tailored to your specific needs and Service Level Agreements (SLAs), within reasonable limits.
| Level 1 | Level 2 | |
|---|---|---|
|
Response SLA |
Next Business Days |
4 Hours (24/7) |
|
Parts |
Dedicated based on service-level agreement |
High availability. Dedicated based on service-level agreement |
|
Parts Logistics |
2-way shipping |
2-way shipping |
|
Service Portal |
Yes |
Yes |
|
Field Engineers |
No |
Yes |
|
Operational Report |
None |
Upon request |
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