Digistor offer a complete range of Technical Services which aim to cover pretty much every client requirement. You may only need assistance every two years, or you may have a complex 24x7 facility and require daily assistance - either way we have you covered.
We have a full team of highly trained Engineers, each of whom are constantly undertaking training courses to ensure we have the 'best of the best' and can provide the help you need, when you need it.
Phone, remote and onsite services are available. We have the software and infrastructure to provide effective remote support allowing us to resolve more than 50% of cases remotely, saving you both time and money. Of course, if you need an Engineer on site, we're geared up for that also and we'll be there quick smart.
Our services can be broadly grouped in three categories:
Ad-Hoc services are delivered on a time and material basis and are ideal for those clients that do not require regular assistance. With Ad-Hoc services you only pay for what you need, when you need it. Our services are also tiered based on the level of Engineer/service you require. For instance, if your issue requires basic desktop troubleshooting only then Level 1 services is all you'll pay for. If however, your entire SAN goes down and you need it resolved super-fast, then our Level 2 or Level 3 experts will get on it straight away to get you sorted.
This is where it starts to get exciting. Our Pre-Paid services are ideal for those clients requiring services on a more regular basis - be it 6monthly, monthly or daily. In addition to the benefit of the tiered services mentioned above, there are a number of additional benefits with Pre-Paid including discounted rates and a priority service.
How it works is you purchase an allocation of services in advance (hence the term Pre-Paid) and for this you receive a discount on our standard rates. Your Pre-Paid allowance has no expiration date and is there for you to use whenever you need it. As you have a Pre-Paid credit balance you can contact us for services with no need to raise a PO, arrange payment or any of those other administration tasks that can slow things down. You get straight through and we can start work on resolving your issue immediately.
If there has been activity during the month we'll send you a report so you can see how your Pre-Paid allowance is tracking and you can top it up as required, with the discount of course. Pre-paid is a great way to go.
DCAP, or Digistor Customer Assurance Plan, is our premium offering and designed for clients that need a more proactive support arrangement. DCAP's are a 12 month support offering designed to allow us to quickly and cost effectively resolve support issues and faults to minimize downtime and get you back to work. DCAPs include unlimited phone and remote support and you go straight to the 'head of the queue'.
DCAP clients receive the highest priority for their support requests with a 2 hour response time, extended business hours support, regular scheduled 'Health Checks' and lots more.
When you need to rely on your equipment in order to keep your clients happy then you need to minimise any downtime. That's where DCAPs come in - we take on the responsibility of keeping your equipment running so you can do what you do best.
Additional information on our DCAP offering can be found here.
For any additional information on Digistor's support offerings please contact [email protected]