OneCare - Hardware Repair
HW Repair is a fast and guaranteed hardware repair service. This can be done by replacing the faulty device with a new one or by supplying a spare part from our warehouse within the time we guarantee. We offer this service primarily for Cisco Systems equipment, but also for other manufacturers whose products we sell, such as F5 or Netapp.
Service description
This service typically includes:
- provision of a 24x7 hot-line for reporting faults - by phone, email or via the web
- departure of our technician to the place of defect
- troubleshooting (verification of the fault by a specialist in the given technological area)
- delivery of spare parts from our service warehouse
- replacement and commissioning of new hardware
- administration of the replacement of defective hardware towards the manufacturer
- securing a claim for defective hardware from the manufacturer
The performance times for this service (SLA) are guaranteed by ALEF.
Who is the service for?
For all types and sizes of customers who use Cisco Systems, F5, or NetApp hardware in their IT environment.
Main advantages of the service
We are able to guarantee a quick replacement of the device with a spare part within a few hours thanks to our spare parts warehouse in Prague, which contains hardware worth about 140 million CZK. It is the largest in the Czech Republic for Cisco Systems products.
All of our technicians are specialists in Cisco Systems products and products from other manufacturers that we sell such as F5 and NetApp. Most of the technicians at the second level of support also work as trainers for the specialized training that our company offers.
Our servicedesk operates 24x7, and tickets are handled by technicians, not administrators, so the expert handling of customer requests is very fast indeed.
How is the communication?
- The basic methods of communication between the customer and our service staff are the ServiceDesk application, telephone hot-line and e-mail. All requests are handled by our Servicedesk team 24x7.
- We operate the JIRA ServiceDesk system, which records all requests for technical support reported in any way. From this system we provide our customers with reports on resolved tickets.
- We keep the customer informed about the status of the resolution of their request and at the end we ask them to agree to the resolution of their request.