Platinum Support: Maximum system availability.
Provides round-the-clock support and rapid recovery in the event of system failure.
Gold Support: High availability for key business systems.
Silver Support: Next business day/on-site service expertise of Pyramid’s certified technician — a quick turnaround at economical cost.
Bronze Support: Next business day service for customers with need for high availability of system parts.
Basic System upport
|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|
|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|
|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|
|Help desk support||X||X||X||X|
|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
|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.