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Do E-SPIN provide Local Normal Business Day 8×5 and 24x7x365 Maintenance Support Services?

E-SPIN provide full solution, from consultancy, solution architect, integration, project management, training and post deployment maintenance support for system/product supply deliver upon request, whether base on standard normal business day (NBD) 8×5 unlimited phone/email/remote and up to fixed frequency incident onsite or in combination with fixed quantity of preventive maintenance or mission critical system 24x7x365 support for 1 year / 2 years / 3 years / 4 years and up to 5 years.

Depend on product/system, by usually come in the standard parameter like the following variables and package offer, unless Customer required for customized maintenance support.

For maintenance support fall under normal business day (NBD) usually have following deliverables (except quantity and frequency of preventive maintenance / incident onsite will be different under case by case basis):

  • Product unlimited local phone, email, remote during support hours subscribed (for this case, usually mean Normal Business Day, Monday – Friday, 9am to 6pm, exclude public holidays).
  • Up to fixed quantity of incident onsite frequency during active subscription period (usually fixed quantity per year, despite multiple year, can not carry forward) and fixed quantity of preventive maintenance frequency during active subscription period
  • Maintenance support scope strictly for product under maintenance only (do not cover change request – please ask for project services, how to use / guide – please ask for training services, upgrade request – please ask for modernization or migration services)
  • Customer do not subscribe for 24×7 will not be entertain out from the support hours

For maintenance support fall under 24x7x365 usually have following deliverables (except fixed quantity and frequency of preventive maintenance / incident onsite will be different under case by case basis):

  • Product unlimited local phone, email, remote during support hours subscribed (for out from standard office hours, customer will give special access number and dedicate mobile number to continue the support work)
  • Up to fixed quantity of incident onsite frequency during active subscription period (usually fixed quantity per year, despite multiple year, can not carry forward) and fixed quantity of preventive maintenance frequency during active subscription period
  • Maintenance support scope strictly for product under maintenance only (do not cover change request – please ask for project services, how to use / guide – please ask for training services, upgrade request – please ask for modernization or migration services)

As the generalization, most of product and tool client with go for NBD8x5 and mission critical system and customer operate 24×7 will go for 24×7 extended maintenance support to let customer access to E-SPIN local support staff as per service level agreement (SLA) required.