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SupportGuard Q&A
 

A ticket is opened after logging into the CloudCover software, and can be done in one of three ways:

  1. Select your asset and “Request Support” (far right button). Please give as much information as possible and the tech will contact via email within 30 minutes.
  2. Select your asset and use the appropriate 800 number. Please have your company name and serial number ready.
  3. Select your asset and email the address provided.

Once your ticket is open, you may view updates and status by logging into the platform and viewing the ticket. (do they get proactive notifications)

Maintenance

An outcome-based contract that restores the functionality of your equipment. This service includes all technical support, parts, labor, and logistics to remediate the issue/s.

TAC – Technical Assistance Center

Remote technical assistance for your Cisco items.

DMR – Data Media Retention

Allows you to keep your media post-repair and dispose according to company policy. This includes hard drives and RAM.

SLAs

SLA Call Window Coverage Window Call Back Response Time
24 x 7 x 4 24 hours a day, 365 days a year 24 hours a day, 365 days a year 30 Minutes Within 4 hours of time in the coverage window
8 x 5 x 4 24 hours a day, 365 days a year Between 8am and 5pm, local time of asset 30 Minutes Within 4 hours of time in the coverage window
8 x 5 x NBD 24 hours a day, 365 days a year Between 8am and 5pm, local time of asset 30 Minutes Within 1 business day of time in the coverage window

To aid you in discovering and optimally adopting the software we provide a host of resources including videos, demos, and use case examples.

Add demos, use cases, etc.
Budgeting
Renewals

Service Level Agreement Requirements:

1. 7x24, 4hr
Call Window – 7 days a week, 365 days a year, including holidays
Coverage Window – 24 hours a day
Call Back – Within 30 min of logging the ticket
Response Time – Within 4 hours of the call or the scheduled time with the Engineer
Example – Log a call at 8:00 PM local time, you will receive a call within 30 min of logging the ticket. You will work with the engineer to determine, if necessary, when they need to be onsite with parts. If it is determined that that remote support is required, the Engineer will work remotely. They will be available to be onsite within 4 hours of the call if needed.

2. 8x5, 4hr
Call Window – Business days only, Monday through Friday, does not include holidays
Coverage window – Between the hours of 8:00 AM – 5:00PM local time
Call Back – Within 30 min of logging the call during business hours or the following business day if received outside of business hours.
Response Time – Within 4 hours of the call or the scheduled time with the Engineer
Example – Log a call at 6:00 PM local time, you will receive a call the following morning, you will work with the engineer to determine what time they need to be onsite. They can come onsite within 4 hours of the call

3. 8x5, NBD
Call Window – Business days only, Monday through Friday, does not include holidays
Coverage window – Between the hours of 8:00 AM – 5:00PM local time
Call Back – Within 30 min of logging the call during business hours or the following business day if received outside of business hours.
Response Time – Next business day after the call has been logged
Example – Log a call at 6:00 PM local time, you will receive a call the following morning, you will work with the engineer to determine what time they need to be onsite. They can come onsite the following business day

4. TAC – Technical Assistance Center – This will provide you remote technical assistance for your Cisco items – this can be added to one of the above Service Levels

5. DMR – Data Media Retention - after the parts have been replaced, you may recycle the failed parts per your company procedures. – this can be added to one of the above Service Levels

  • We are fully aware of the critical availability requirements of the systems contained in the attached quote and will provide “on-call” break fix support as defined in the equipment list
  • We have verified that parts sources and advanced technical support will be available for the term of this Service Agreement.
  • All parts used shall be new or refurbished equivalent to OEM parts.
  • We will furnish all remote support, labor, parts, tools, materials, equipment, replacement and repair parts, transportation/travel, supervision and any other items necessary to service/repair the equipment contained in the inventory.
  • Where applicable, stocks of critical spare parts will be maintained on site or at designated locations (based on availability) as well as local and regional parts depots. Additional parts are available overnight or counter to counter from various stocking locations or FedEx same day delivery.
  • Repairs and services shall be accomplished on-site or remotely after notification that equipment is inoperative
  • Engineers assigned will be certified, trained, and/or experienced in providing service on like equipment. We may at our discretion use remote support to assist the onsite engineer as well.

For the best service delivery experience, we recommend that you place service requests through the online portal. The other methods outlined below are provided as a back up to that process. Customer may place a service order with our Response Center 24 hours a day, 7 days a week, 365 days a year:

After logging into the portal, a ticket may be opened in one of three ways:

  1. Recommended - Select your asset and “Request Support” (far right button). Please give as much information as possible and the tech will make contact via email within 30 minutes.
  2. Select your asset and use the appropriate 800#. Please have your company name and serial# ready.
  3. Select your asset and email the address provided. This method should only be used for non-critical requests

Service Escalation:

Quality of service and system uptime is critical for your IT success. If you have any questions, comments or concerns, please contact service operations at any time.

Level Definition Example
Severity 1 A critical outage Business services are not operational
Severity 2 Serious incident The system with the payroll application is down and payroll needs to run in 72 hours
Severity 3 No immediate impact on IT service delivery A redundant hard drive needs to be replaced

SupportGuard is a service offered by Virtual Graffiti to all active customers. Customers who sign up during the launch phase will have unlimited and forever free use of the service. We anticipate significant uptake of this offer and once the launch period closes, we may charge new users to use the system on a per asset per month basis or something similar. Customers already on the platform will remain on a free account. We invite all our valued customers to take advatange of this powerful tool to help you manage your IT assets. If you have any questions regarding Q&A or anything else please email sales@supportguard.com.