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SLA Packages

At ServerDirect, our engineers are on standby every day to support our clients. We ensure that you are always up and running! Our IT support, along with our support packages, is one of the many factors that make us one of the best server solution providers. ServerDirect Server Maintenance offers flexible and customizable Service Level Agreements for remote help desk and rapid onsite support to cover all server solutions.

Explore our Service Level Agreement Packages to find the right support for your needs.
The right support for you.

Service Level Agreement Packages

Standard

Carry in

Our standard entry-level service, included with all ServerDirect servers, features a one-year carry-in warranty, unless otherwise specified in the quotation or order. You may contact our support team during business hours. During the call, we will diagnose the defective part. You will need to return the defective product to us at your own expense. We will repair or replace the defective part with the same or a comparable product and return it at our cost. Only fully completed RMA request forms will be processed. Standard parts and modules are available at ServerDirect. Contact us if you need expedited repair.

Response time within 8 hours during business days
Hotline available Monday-Friday from 9:00 AM to 5:30 PM
Standard service included with every server unless otherwise specified
Carry-in applies only to individual parts
Standard one-year carry-in warranty on all sold servers unless otherwise specified

Please note: On-site service overrides Warranty

Bronze

Express Exchange

This ideal entry-level service is available at an additional cost for all ServerDirect servers. Contact our support team during business hours. During the call, we will diagnose the defective part and ship a replacement to any desired address. The spare part will be invoiced, and this invoice will be credited once the defective part is returned within 30 days. You must return the defective part.

Response time within 8 hours during business days
Hotline available Monday-Friday from 9:00 AM to 5:30 PM
Technician arrives the Next Business Day
On-site support valid in the Netherlands and possibly worldwide upon agreement
Hassle-free management and maintenance
Spare part shipped from central warehouse
Standard one-year carry-in warranty on all sold servers unless otherwise specified

Please note: On-site service overrides Warranty

Silver

On site Next Business Day

This package is ideal if you want to minimize downtime. You can contact us any business day for assistance. During this call, a diagnosis will be made, and our technician will be on-site the following business day. ServerDirect Silver support can be extended for up to seven years.

Response time within 8 hours during business days
Hotline available Monday-Friday from 9:00 AM to 5:30 PM
On-site service Next Business Day
Technician arrives the Next Business Day
On-site support valid in the Netherlands and possibly worldwide upon agreement
Hassle-free management and maintenance
Spare part shippped from central warehouse
Standard one-year carry-in warranty on all sold servers unless otherwise specified

Please note: On-site service overrides Warranty

Gold

On site Same Business Day

This package is ideal if you want to minimize downtime. You can contact us any business day for assistance. During this call, a diagnosis will be made, and our technician will be on-site the same business day. ServerDirect Gold support can be extended for up to seven years.

Response time within 8 hours during business days
Hotline available Monday-Friday from 9:00 AM to 5:30 PM
On-site service Same Business Day
Technician arrives Same Business Day
On-site support valid in the Netherlands and possibly worldwide upon agreement
Hassle-free management and maintenance
Spare parts kept in stock within a certain distance of the customer
Standard one-year carry-in warranty on all sold servers unless otherwise specified

Please note: On-site service overrides Warranty

Platinum

On site Same Day
(24/7/365)

On-site Service, providing support same day, is ideal if you cannot afford downtime. Reach out to our toll-free hotline on any day. During the call, a diagnosis will be made, and our technician will be on-site the same day to resolve the issue. ServerDirect Platinum support can be extended for up to seven years.

Response time within 8 hours during 365 days a year
Hotline available 24 hours a day, 7 days a week, 365 days a year
On-site service Same Day
Technician arrives Same Day
On-site support valid in the Netherlands and possibly worldwide upon agreement
Hassle-free management and maintenance
Spare parts kept in stock within a certain distance of the customer
Maximum support for critical systems
Standard one-year carry-in warranty on all sold servers unless otherwise specified

Please note: On-site service overrides Warranty

Diamond

On site same day within 4 hours
(24/7/365/4)

On-site Service, also known as Platinum Support, is ideal if you cannot afford any downtime at all. Reach out to our toll-free hotline any day. During the call, a diagnosis will be made, and our technician will be on-site the same day to address the issue. ServerDirect Diamond support can be extended for up to seven years.

Response time within 4 hours during 365 days a year
Hotline available 24 hours a day, 7 days a week, 365 days a year
On-site service Same Day, within 4 hours
Technician arrives Same Day, within 4 hours
On-site support valid in the Netherlands and possibly worldwide upon agreement
Hassle-free management and maintenance
Spare parts kept in stock within a certain distance of the customer, or at the customers location upon agreement
Top notch support for the most critical systems
Standard one-year carry-in warranty on all sold servers unless otherwise specified

Please note: On-site service overrides Warranty

Compare plans

	Standard	Bronze	Silver	Gold	Platinum	Diamond
Response time	Mon-Fri within 8 hours	Mon-Fri within 8 hours	Mon-Fri within 8 hours	Mon-Fri within 8 hours	Mon-Sun within 8 hours	Mon-Sun within 4 hours
Hotline	Mon-Fri 9:00 AM - 5:30 PM	Mon-Fri 9:00 AM - 5:30 PM	Mon-Fri 9:00 AM - 5:30 PM	Mon-Fri 9:00 AM - 5:30 PM	Mon-Sun 24/7	Mon-Sun 24/7
On-site service	-	Next Business Day	Next Business Day	Same Business Day	Same Day	Same Day within 4 hours
Technician on site	-	Next Business Day	Next Business Day	Same Business Day	Same Day	Same Day within 4 hours
Hassle-free management & maintenance	-
Spare Parts & Replacement	-	After received defective part, spare parts if available, will be shipped from the central warehouse	Spare parts will be shipped from the central warehouse	Spare parts kept in stock within customer's distance	Spare parts kept in stock within customer's distance	Spare parts kept in stock at the customer's location
	Get your Quote	Get your Quote	Get your Quote	Get your Quote	Get your Quote	Get your Quote

We offer worldwide delivery, including Amsterdam, Brussels, Paris, Madrid, Rome, and more.

Leading provider of reliable server solutions, storage technologies, and unmatched partnerships. We offer worldwide delivery, including Amsterdam, Brussels, Paris, Madrid, Rome, and more. From manufacturers like Supermicro, ASUS, GIGABYTE, ASRock, WD, Seagate, Kingston, Chenbro, Toshiba.

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James Wattstraat 17

2809 PA Gouda

The Netherlands

+31(0)85-3018585

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