SLA Packages
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 | Mon-Fri | Mon-Fri | Mon-Fri | Mon-Sun | Mon-Sun |
Hotline | Mon-Fri | Mon-Fri | Mon-Fri | Mon-Fri | Mon-Sun | Mon-Sun |
On-site service | - | Next Business Day | Next Business Day | Same Business Day | Same Day | Same Day |
Technician on site | - | Next Business Day | Next Business Day | Same Business Day | Same Day | Same Day |
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 |
