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Maintenance support

    Atlantix Global Systems Service Levels 

 Platinum Program (24x7x4)

  • Access to technical phone support 24 hours a day, 7 days a week, 365 days a year 
  • On-site hours of coverage are 24 hours a day, 7 days a week, 365 days a year
  • On-site response, part in hand, within 4 hours of receiving the initial call
  • Dedicated technical support account manager, real-time access to call activity and site history reports by different criteria available by request

 Gold Program (9x5x4)

  • Access to technical phone support available 8 am to 5 pm local time, Monday – Friday
  • On-site hours of coverage are 8 am to 5 pm local time, Monday – Friday
  • On-site response, part in hand, within 4 hours of receiving the initial call
  • Dedicated technical support account manager, real-time access to call activity and site history reports by different criteria available by request

 Silver Program (9x5xNBD)

  • Access to technical phone support available 8 am to 5 pm local time, Monday – Friday
  • On-site hours of coverage are 8 am to 5 pm local time, Monday – Friday
  • On-site response, part in hand, within the Next Business Day of receiving the initial call
  • Dedicated technical support account manager, real-time access to call activity and site history reports by different criteria available by request

 Bronze Program (9x5xNBD Parts Replacement Only)

  • Access to technical phone support available 8 am to 5 pm local time, Monday – Friday
  • No onsite coverage is available, the needed part will be delivered within the Next Business Day of receiving the initial call
  • Dedicated technical support account manager, real-time access to call activity and site history reports by different criteria available by request

 Hot Spares Program (Parts Storage)

  • Parts will be stored onsite at customer’s facility and/or local parts depot to ensure part is readily available
  • Once a part is used, a new part will then be shipped to replace the used inventory immediately
     

*In addition to the programs listed above we can also customize any maintenance program to better suit your needs. We also offer Next Business Day parts replacement only, when technical/onsite support is not necessary.
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1* excluding Atlantix holidays