Hardware Support and Maintenance Services | Comsys

Hardware Support & Maintenance

No more headaches with Multi Vendor Support

Comsys has been a leading multi vendor hardware maintenance service company in Ireland for the past twenty years. Working closely with some of the biggest global vendors in the systems maintenance sector, we provide a range of hardware maintenance service contracts to suit all types of IT hardware; from servers and storage systems, to networks and PCs.

Key Benefits

  • A single point of accountability.
  • Customised to meet your unique requirements.
  • Certified EMC technicians available nationwide 24:7.
  • Better than manufacturer service levels at a fraction of the cost.
  • Proactive system management that minimises downtime.
  • Flexibility and coverage that expands your EMC support budget.
  • Fully spared-up contracts for faster and more reliable fix times.
  • The value and ease of integrated independent multi-vendor hardware and OS support, for one price per product per year.
  • Resources for proactive system management so you can keep your environment and your business, running efficiently.
  • Flexibility to choose a level of service that matches the criticality of each product.

All major hardware vendors supported 

What we do is help you get the right type of tailored hardware maintenance solution to suit your environment and the unique mix of technology that you require maintenance for.

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Legacy Systems Maintenance

Many customers find that older equipment needs a maintenance contract that is capable of supporting the infrastructure at a price point that is not prohibitive. Our hardware maintenance contracts and services are designed with this flexibility in mind. We specialise in providing a maintenance solution that is tailored to meet the requirements of a varied infrastructure, with new machines operating alongside legacy systems with very different needs.

Independent Ethos

Despite our strong relationships with IT vendors, we maintain an independent ethos when it comes to IT hardware maintenance contracts. The hardware maintenance service we provide is the best one for your particular environment and we work closely with you, our customers to design the best contract for your environment.

Multi-Vendor Support Plans

  • Unrivalled wealth of knowledge and support from EMC trained technicians.
  • Remote monitoring that quickly identifies points of failure.
  • Support help desk for rapid network diagnostics.
  • Call centre quickly routes the failure to the correct engineer.

Support Options

Gold Support

For business-critical support, Gold offers a complete package of proactive services designed specifically for customers who want to achieve and maintain high availability on their strategic business systems. The Gold service helps you avoid downtime through proactive technical service planning and facilitates quick recovery from outages.

  • High responsiveness with 24:7 live transfer to senior product support specialists and four hour onsite hardware response 365 days per year including public & bank holidays.
  • Technical account manager providing proactive support.
  • Local customer support management.
  • Multi-vendor software support problem management.
  • Advanced systems monitoring capabilities with predictive failure reporting.
  • Availability of global coverage for system support at a consistently high quality level.
  • World-class support expertise.
  • Curriculum planning.
  • Access to patch releases & new revisions of OS (where available).
  • Virus alerts via updates service.

Silver Support

The best available system support for an enterprise network computing environment, Silver support service covers your system with comprehensive, hardware, software, and network product coverage.

Silver support service gives you prompt and direct telephone access to experienced support engineers who can help resolve your issues quickly, and offers onsite coverage and remote dial-in systems analysis.

  • Four hour on-site response; 0800 – 1800 Mon to Fri. [not including bank & public holidays].
  • Responsive telephone support from highly trained, experienced technology experts.
  • Onsite support for urgent hardware repairs during normal business hours.
  • Access to the support technical knowledge database.
  • Availability of global coverage capabilities for system support at a consistently high quality level.
  • Simple, single-fee pricing structure makes service costs stable and predictable.
  • World-class support expertise.
  • Access to patch releases & new revisions of OS (where available).

Bronze Support

For a self-support service that complements your in-house capabilities, the Bronze packages provide a prompt and direct telephone access to experience support engineers who can resolve IT issues quickly. The program also allows access to the same knowledge database Support technicians used to assist customers – over the Internet, the Web, facsimile, or on CD-ROM – so customers can troubleshoot technical issues in their own timeframe. When supplemented with a complete range of additional education, operations management, and systems integration services, the Bronze service delivers a broad service solution that fits customer’s specific needs and complements any existing resources.

Key Benefits

  • Next business day on-site response; 0900 – 1730 Mon to Fri. [not including bank & public holidays].
  • OS Support with 24:7 access to patch releases & new revisions of Solaris (where available).
  • Responsive telephone support from highly trained, experienced UNIX experts.
  • Access to Comsys support’s technical knowledge database.
  • Availability of global coverage capabilities for system support at a consistently high quality level.
  • Simple, single-fee pricing structure makes service costs stable and predictable.
  • World-class UNIX support expertise.
  • Virus alerts via Comsys updates.

Bronze Support Additional Service Options

  • Same day parts delivery.
  • Overnight parts delivery.
  • 24:7 telephone coverage with customer defined priority.
  • Scheduled onsite hardware support – when required, you can schedule onsite repair which includes hardware parts delivery.
  • Additional enterprise services solution centre contacts – customers can add technical contacts to the support agreement.
  • Comsys alerts remote monitoring.
  • Comsys SelfSolve through our SelfSolve online detective.

Spares Policy

Our support provides spare-up for each individual contract so our engineers always arrive on site with the spares required. They only carry original equipment vendor parts that are fully supported and recognised by the OEM. Each component is tested before being placed in to a spares location, and where possible before they are taken to the customer site by the engineer.

Spares Testing

All spares that our support provider purchases are fully ‘soak’ tested prior to being stored at one of our spares locations to ensure that they minimise any DOA. Also where possible all spares are tested prior to leaving a spares location for a customer’s site.

Spares Locations

Our support provider has a number of strategic spares depots across the UK & Ireland and Europe. The selection of where spares are held for each contract is calculated on the location of maintained sites and the specific time frame of the SLA.

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