Service Level Agreements Your hardware and software may currently be supported by a manufacturer’s warranty, but what if this coverage does not meet your expectations?  With Rorke Data maintenance, you have the ability to choose the perfect service level for your needs.  We offer a complete suite of maintenance and support services which include Gold, Silver, Bronze, Advanced Parts Replacement and Custom Service Level Agreements.

Gold 24x7 Onsite

Gold 24x7 onsite support program is easily translated into maximum value. This program is designed to provide maximum uptime and availability through additional proactive features and a greater emphasis on response time.

Features:

• Help Desk Support Hours, 24x7x4, 365 Days Per Year
• On Site Support Hours, 24x7x4, 365 Days Per Year
• On Site Response is 4 hours after part is at the site
• Failure Analysis
• Dedicated Technical Support Resource
• Problem Escalation

Silver 9x5x4 Onsite

The Silver 9x5x4 onsite support program fits the needs of customers who require coverage on system components and onsite service, yet don’t require the critical response times of our Gold program.

Features:

• Help Desk Support Hours, 8:30 a.m. to 5:30 p.m. CST,  Monday - Friday
• On Site Support Hours, 8:00 a.m. to 5:00 p.m. In Time Zone,  Monday - Friday
• On Site Response is 4 hours after part is at the site
• Failure Analysis
• Dedicated Technical Support Resource
• Problem Escalation

Bronze 9x5xNext Business Day Onsite

The Bronze 9x5x NBD onsite support program fits the needs of customers who require coverage on system components and onsite service, yet don’t require the faster same day response time.

Features:

• Help Desk Support Hours, 8:30 a.m. to 5:30 p.m. CST,  Monday - Friday
• On Site Support Hours, Next Business Day, 8:00 a.m. to 5:00 p.m. In Time Zone,  Monday - Friday
• On Site Response is NBD after part is at the site
• Failure Analysis
• Dedicated Technical Support Resource
• Problem Escalation

Parts Replacement

The Expedited Advanced Parts Exchange support program fits the needs of customers who require coverage on system components, yet don’t require onsite support. Expedited Advanced Parts Exchange Service is available to purchase for a single year or multiple years.

Features:

• Help Desk Support Hours, 8:30 a.m. to 5:30 p.m. CST,  Monday - Friday
• Parts Shipment 24-48 Hours, typically Next Business Day
• Problem Escalation