Reliable and consistent support to keep your business up and running. It features a blend of core and technology-specific support services.
It gives you more choice and simplicity when planning IT support. Foundation Care Services include a range of service options, from 24 x 7 remote and onsite support, to personalized SLAs.
Foundation Care Services are available directly from Essel.
Essel Foundation Care Services at a glance
Hardware support
- Remote and onsite problem diagnosis and support
- Replacement parts and materials
- Customizable support coverage windows and response-time SLAs
- Electronic support information and services via Essel Support Center / blog
- Escalation management for Essel components
Collaborative support
- Single point of contact for reactive platform level support: problem resolution support across the stack of hardware, firmware, and Essel and 3rd party software
- Problem resolution of third-party ISV software – Essel resolves problem on your behalf
- Electronic support information and services via Essel Support Center/blog
- Engagement with Essel Experts via phone/web/both
Software support
- Technical assistance for software implementation and operational problems
- Software, firmware and documentation updates
- Customizable support coverage windows and response-time SLAs
- Electronic support information and services via Essel Support Center/blog
- Escalation management for Essel components
Integrated hardware and software support
- Onsite support for hardware; over-the-phone support for software available on standard business day (Support Plus), and 24 x 7 (Support Plus 24)
- All hardware-specific support services—see above
- All software-specific support services—see above
- Customizable support coverage windows and response-time SLAs
- Escalation management for Essel components