PTSInet – Maintenance Plans
Pyramid offers Hardware Maintenance Support Packages Tailored to the Customer
Which service coverage meets your needs?
Platinum Support: Maximum system availability.
Provides round-the-clock support and rapid recovery in the event of system failure.
- Advanced replacements delivered within four hours after required replacement is identified. Help desk available 24 hours a day, 7 days a week (plus 1 hour telephone response time to the site.)
- On-site coverage 24 hours a day, 7 days a week, 365 days a year.
- Dedicated technical support/account manager, plus real-time access to call activity. Site history reports available on request.
Gold Support: High availability for key business systems.
- Advanced replacements delivered within four hours after replacement is identified.
- Help desk support 24 hours a day, 5 days a week (1 hour telephone response time to site.)
- On-site coverage 8am-8pm local time, Monday-Friday.
- Dedicated account manager for technical support, plus real-time access to call activity. Site history reports available on request.
Silver Support: Next business day/on-site service expertise of Pyramid’s certified technician — a quick turnaround at economical cost.
- Advanced replacements delivered next business day from 8am to 5pm, by select freight carrier (request must be received prior to 3pm local depot time).
- Help desk support 8am-8pm local time, Monday-Friday (1 hour telephone response time to site.)
- On-site coverage from 8am-5am local time, Monday-Friday.
- Dedicated account manager for technical support, plus real-time access to call activity. Site history reports available on request.
Bronze Support: Next business day service for customers with need for high availability of system parts.
- Advanced parts replacement, with instructions provided. Service designed for customers requiring high availability of system parts and their own technical personnel on-site.
- Next business day advanced replacements with detailed instructions (or email) regarding part replacement. With instructions in hand and help desk support, customer removes faulty part and replaces with new part.
- Help desk support 8am-5pm local time, Monday-Friday.
- Dedicated account manager for technical support and call support center.
- Site activity reports by different criteria available by request.
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Services |
Mission Critical |
Business Critical |
Basic System upport |
Parts Logistic |
| Coverage: | ||||
| Technical Support | 24/7 | 24/7 | 8 a.m. – 8 p.m. M-F | 8 a.m. – 8 p.m. M-F |
| On-site Service | 24/7 | 8 a.m. – 8 p.m. M-F | 8 a.m. – 8 p.m. M-F | Parts Delivery |
| Response Times: | ||||
| Urgent (help desk) | Next Available Technician | Next Available Technician | Next Available Technician | 1 Hour |
| Urgent (on-site) | 4 Hour | 4 Hour | Next Business Day | N/A |
| Non-Urgent (help desk) | Next Available | 1 Hour | 1 Hour | 1 Hour |
| Non-Urgent (on-site) | At Customers Convenience | At Customers Convenience | At Customers Convenience | N/A |
| Benefits: | ||||
| Mission-critical escalation support | X | X | X | |
| Dedicated tech support account manager | X | X | X | X |
| Real-time account access & reporting | X | X | X | X |
| Site activity reports by multiple criteria | X | X | X | X |
| On-site service | X | X | X | |
| Help desk support | X | X | X | X |
| Account reviews | Monthly | Quarterly | Semi-Annual | |
| Customer care follow up | X | X | X | X |
*Business Critical, Basic System Support & Parts Logistics Support coverage excludes Pyramid Technology holidays and reflects local time. Response times reflect business hours
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Midrange Servers: |
PCs: |
Storage: |
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| HP: 9000 Series Servers & Workstations, Compaq Servers IBM: RS/6000, AS/400, xSeries, pSeries, iSeries SUN: Netra Series, UltraSPARC Platforms, Enterprise & Sun Fire Series | Compaq, Dell, HP, IBM | Cisco, 3COM, Nortel, Brocade, Adtran | Adaptec, Arena Maxtronics, Asaca, ATTO, DISC, EMC CLARiiON, Fastora, HP, IBM, Infortrends, JMR Electronics, LSI Logic Storage Systems, Maxtor, McDATA, Mylex, nStor, NetApps, Overland Data, Pioneer, Plasmon, Qlogic, Qualstar, Quantum, StorAge, StorageTek, SUN, Xiotech, Xyratex |
Software Support Coverage*: Linux, SCO UNIX, Solaris, AIX, OS/400, HP-UX, Microsoft
*The hardware and software listed above is a selection of the most popular manufacturers supported. For additional hardware or software support coverage, please contact us with your specific requirements at 877-289-7874 (outside the U.S. 978.823.0700.