Always available: 24x7 mission critical support by our global team.
Going beyond simply supporting our customers, our global support focuses on risk reduction, business continuity and value creation. We work collaboratively with our customers from the inception of the relationship to understand their support and service ecosystems, priorities, challenges and goals to deliver support services that cover the entire spectrum of customer needs.
The team is made up of Support Engineers from all regions of the world. We operate a Follow the Sun Support model and ensure technical expertise on hand during daylight hours across the world. We consistently score above 80% in customer satisfaction across the globe, due to the high touch support model, and wealth of experience in the support team.
Global mission critical support and maintainance services
The Infradata team members are seasoned experts and provide comprehensive support services. They are responsible for the following core key deliverables that our customers expect from us.
- World class SLAs for coverage hours, response and restoration times.
- Access to patch and maintenance releases of software.
- 24x7 Hotline support, with direct access to a support resource.
- Access to configuration management, capacity management, monitoring and reporting tools.
- Access to the 24x7 Support Portal that includes a wealth of documentation and knowledge articles.
Value Added Services
The Infradata team provides customizable value added services. These services can be tailored to each customer’s individual situation and include the following options:
- On Site or Near Site Support Engineer
- Local Language Support
- Designated Liaison
- Multi-Vendor Stack Support
- Operational and Performance Health Checks
- Operational Training Class
- Service Level Agreement (SLA)
Spare part inventory management: logistical network to minimize MTRS.
Our extensive and unrivalled spare part inventory guarantees a minimum Meantime to Restore Service. Our global network of satellite locations ensures swift hardware replacement if an incident does occur.
Talk with an Expert
Speak with a solutions expert or architect. Give us a call or leave a message. Our team is ready for your business.