Your business relies on mission-critical hardware – the servers, desktops and laptops that your systems run on and your people use. If a problem occurs, you don’t want it to stop your business in its tracks. Doubling up on everything can be too expensive to be viable. Manufacturer warranties, though a useful safety net, can be laborious to invoke and take time to ultimately fix the root problem. In these cases, often the underlying fix is only the start of getting going again – you need someone to help you get the fixed resource back into a productive state by installing software, transferring data, and testing.
How can EACS help?
EACS provides maintenance and support services ranging from monthly server health-checks right through to critical hardware swap-out with guaranteed response and fix times. We provide proactive maintenance of your servers to help avoid problems occurring in the first place, through quarterly, monthly, fortnightly or weekly visits. When problems occur, we go beyond manufacturer warranties, by owning any issues through to resolution, handling calls with manufacturers and third parties on your behalf.
Our dedicated technical support desk is staffed by trained engineers, not call handlers, so your call will be taken and managed by people who both appreciate your business pressures, and understand the technologies in use. Our engineers undergo significant training, and we formalise our relationships with vendors by studying for and passing exams that give us our accreditations. Whether on site, or using remote access, the engineers can work to diagnose and solve the problem.
Depending on the criticality of different aspects of your hardware, there are various different options for response and fix times, right down to 4 hours response, then 4 hour fix and swap-out, where a whole new machine is put in place to get you up and running whilst we fix the underlying problem on the original machine. Options up to 24x7 support are available through our network of trusted partners.
The EACS Hardware Maintenance service bridges the gap between “fix the hardware” and “keep/get the business going”. Our on-site presence means we understand that your IT systems are a means to an end – the running of your business, “doing what you do”. This means that we recognise the business need you have to maintain reliable, high-performance systems – it is not just a “fix and move on mentality”.
Having a range of response options allows us to provide a service that matches your needs and your budget. We can also tailor packages, for example to increase the level of support on critical servers, whilst having a longer, less costly response time on subsidiary or peripheral application servers.
We work for you to take a “repaired” server and configure it to the state you need, with software, data and so on, rather than you being “on your own” as basic warranties often do.
Our strong relationships with providers like HP mean that we can amplify your voice when getting service direct from the manufacturer. We also know up-front what sort of information and on-site people the different manufacturers ask for, so can help be as prepared as possible, to get faster problem resolutions.