Service Level Agreements for all your Data Center Equipment

Customization & Flexibility. Change service levels or add & delete equipment as you need.

 Level 1Level 2Level 3Level 4Level 5
Coverage
24x7x224x7x49x5x49x5xNBD9x5 Parts Only
Online PortalYESYESYESYESYES
Onsite Spare PartsYESYESNONONO
Remote MonitoringOptionalOptionalOptionalOptionalNot Available
Remote TroubleshootingYESYESYESYESNot Available
Asset TrackingYESYESYESYESYES
Defective Media Retention (DMR)OptionalOptionalOptionalOptionalOptional
OS SupportAvailableAvailableAvailableAvailableNot Available
Phone Support24x7x36524x7x3658AM-5PM M-F8AM-5PM M-F8AM-5PM M-F
Onsite Support2 Hour Response4 Hour Response4 Hour ResponseNext Business DayNot Available
Parts ReplacementSame DaySame DaySame DayNext Business Day1-3 Business Days
QuoteQuoteQuoteQuoteQuote

OPTION

Online Portal
Onsite Spare Parts
Remote Monitoring
Remote Troubleshooting
Asset Tracking
Defective Media Retention (DMR)

OS Support
Phone Support
Onsite Support
Parts Replacement

Level R1

24x7x2







Available
24x7x365
2 Hour Response
Same Day

Request a quote

Level R2

24x7x4







Available
24x7x365
4 Hour Response
Same Day

Request a quote

Level R3

9x5x4







Available
8AM-5PM M-F
4 Hour Response
Same Day

Request a quote

Level R4

9x5xNBD







Available
8AM-5PM M-F
Next Business Day
Next Business Day

Request a quote

Level R4

9×5 Parts Only







Available
8AM-5PM M-F
Not Available
Next Business Day

Request a quote

Customized Support

We realize data center hardware maintenance isn’t one size fits all. Extend the life of your equipment by choosing from our various maintenance service level agreements. Let us craft a support solution to help you meet your specific goals and objectives from onsite or parts only support to operating system support.

NETRAID T&M Services

What happens when something breaks and your equipment isn’t currently covered by an NETRAID service contract? Don’t worry—we can still help. With our hourly technical consulting services, we can get you up and running again.

Unrestricted access to expert engineers trained across many hardware manufacturers. Our customers matter to us and our unparalleled commitment to customer service reflects in all the work we do.

For more information about what we support, service level options, terms & conditions, and other maintenance features, contact our Service Sales Department by requesting a quote or give us a call at 1-855-NETRAID.