Standard Onsite Service: Service Provider administers a network of over 15,000 technicians across the US to provide onsite services virtually anywhere in the US, on a next business day basis, during Standard Business Hours defined as 8:00 a.m. to 8:00 p.m., Monday through Friday, in the customer’s local time zone.
Standard Business Hours Help Desk Support Service: This offering provides the Customer with Help Desk Support during Standard Business Hours defined as 8:00 a.m. to 8:00 p.m., Monday through Friday, in the customer’s local time zone. If a request is received outside Standard Business Hours, then the issue will be addressed the following business day. The Help Desk Support program includes problem reporting from the monitoring service or as reported by the Customer by phone or the Service Provider’s Self-Service Portal. This includes a certified help desk agent taking corrective action remotely if possible or if onsite repair is required, sending a trouble ticket to the Customer appointed entity. Service Provider’s Self-Service Portal enables the Customer to access an online ticketing system where the Customer can create, view, track, and search Service Requests and solutions.
Holidays: The following holidays will be considered outside of Standard Business Hours:
New Years Day; Memorial Day; Independence Day; Labor Day; Thanksgiving Day; and Christmas Day
Remote Monitoring and Management (7x24x365) of the Customer’s specified Key Network Devices (designated workstations, printers, servers, firewalls, routers and switches) at Service Provider’s Network Operations Center (NOC). Upon the detection of any errors, anomalies, or other problems, Service Provider will alert the Customer to recommend the best course of action to minimize business impact.
Includes: Security Manager, Device Maintenance, Patch Management, Application Monitoring, License Compliance Report and Backup Monitoring.
The network monitoring technology at the core of the Remote Monitoring Program collects and stores valuable network data and device metrics that are provided to the Customer on a monthly basis. This information is useful in planning network or software upgrades and will provide transparency into and accountability of the services being delivered to the Customer.
For terms and conditions, please visit the following link: http://www.cdw.com/content/terms-conditions/product-sales.asp