Service Level Agreements
What's included in our SLAs?
We can customize our service options to fit your needs and budget. If you need access to a dedicated support team 24/7, we’ve got you covered. If don’t want to wait for parts to ship, no problem- we will develop a stocking strategy to fit your needs. No matter which SLA you choose, we have fast response times and we will see each service ticket through to its resolution.
|Help Desk Monday-Friday, 8am-5pm||✓||✓|
|Help Desk 24/7||✓||✓|
|Service Ticket Opened Within Minutes||✓||✓||✓|
|NBD Diagnosis Response||✓||✓|
|4 Hour Diagnosis Response||✓||✓|
|Parts Replacement NBD||✓||✓|
|Parts Replacement Scheduled After Diagnosis (except Sunday)||✓||✓|
|On-Site Support NBD||✓||✓|
|On-Site Support Scheduled After Diagnosis (except Sunday)||✓||✓|
|4 Hours On-Site (requires full local stocking of all components)||✓|
|Locally Stocked Most Commonly Failed Parts||✓||✓||✓|
|On-Site Stocked Most Commonly Failed Parts||✓||✓||✓|
|Re-Routing of Auto Generated Alerts||✓||✓||✓|
M Global T&M Services
What happens when something breaks and your equipment isn’t currently covered by an M Global service contract? Don’t worry—we can still help. With our hourly technical consulting services, we can get you up and running again.
You can get access to expert engineers trained across many hardware manufacturers. Every customer matters to us and our commitment to customer service shows in all the work we do.