Customer Support

Whitehelm  is proud to offer newly streamlined and better-integrated  service to its Customers  and Business Partners.  We focus on providing business  solutions with a commitment to enhancing your competitive  advantage. Our services cover all bases-consulting,  designing, building and supporting complex networks  and security infrastructures  that meet your business objectives. We are confident that Customers and Business  Partners choose Whitehelm for our breadth, our depth, our support and our experience.

Support, services and solutions

Description

Remote Technical Support Service helps clients cost-effectively maximize the availability  and performance of their  Whitehelm-deployed systems (including both Whitehelm  installed and selected  third-party equipment)  with remote technical support  to troubleshoot and resolve system problems.

On-site Technical Support  Service provides cost-effective  support for Whitehelm installed products including systems that incorporate selected  third-party hardware and  software.

Hardware replacement with engineer provide rapid replacement of defective customer hardware, eliminating the need for the customer to purchase and maintain a costly spares inventory. These services can dramatically  reduce investment capital  and recurring operating expenses while helping to assure maximum network  availability. (Selected hardware vendors only i.e.  Cisco Systems)

Software Maintenance Support provides diagnostic  and technical assistance, upgrades, and single point of contact for Whitehelm-provided,  Software products. This service ensures that all Whitehelm supplied software  products continue to operate  in a reliable and optimal manner.

Software Upgrade Service provides Software Upgrades for Whitehelm supplied software  and hardware products.  This service helps you  maintain your products  with the latest features, functionality, and enhancements, keeping your network performance  at optimal levels and within  budget.

Service Benefits

Whitehelm’s  support Services offer  many options to provide the customer access to Whitehelm's technical expertise.

With Remote Technical Support Service, clients  can realise the benefits  of:

• Improved network availability
• Reduced  network maintenance costs
• Consistent network support
• Revenue  growth through improved network performance
• Ability  to individually tailor  the level of support  desired

Clients  can also supplement their local workforce skills through dispatch of Oxstad’s experienced remote technical team to site with On-site  Technical Support Service.  Clients can realise benefits  such as:

• Improved network availability
• Reduced  network maintenance costs
• Consistent network support

 With Hardware replacement with engineer , clients  can realise the benefits  of:

Improved network availability

• Reduced  network maintenance and inventory costs
• Compatible like-for-like replacements

Software Maintenance Support for Whitehelm-provided Software and hardware products and

Software Upgrade Service for  Whitehelm's security or infrastructure  hardware helps you keep your products on the latest upgrade levels. You will realise benefits of:

• Consistent support, and faster ability  to restore service and  troubleshoot problems
• Ease of budgeting for software  upgrades
• Access to new features and enhancements that help you reduce costs or generate revenue  with your current products

Features

Remote Technical Support
Hardware replacement with engineer (Selected  vendors only)

This service consist of:

• Same Day advanced replacement of parts, with an engineer on site within four hours.
• Next Day advanced replacement of parts, including weekends and holidays.

On-site  Technical Support (Selected  vendors only)
Whitehelm  will provide On-site Technical  Support to perform on-site  troubleshooting and testing at a client’s location to resolve software or hardware issues when a system problem requires  on-site intervention.

The client has the following service delivery options to select from below:
 

• Same Day Dispatch, Monday - Friday, 8.30 am —  5.30 pm, 4-business hour  Response
• Next Business Day Dispatch, Monday - Friday, 8.30  am — 5.30 pm customer local time

Software Maintenance Support (Selected  vendors only)

This service provides diagnostic  and technical assistance, upgrades, and single point of contact for Whitehelm provided, or selected third  party software or hardware  products. This service  combines the advantages of diagnostic and technical  support, as well as upgrades,  in one convenient service offering. It provides customers  an economical means to  help ensure that the products you have purchased continue  to operate in a reliable  and optimal manner. This  service is available as either a 24x7 or 8x5 service option and it includes:

• Trouble  tracking and restoration  of software problems,
• Answers  to technical product-related  and specific feature/function questions,
• Periodic software fixes/patches/updates,  upgrades required to  keep software current with network equipment releases, and
• A  single point of contact for information, status, and consultative support.

Software Upgrade Service(Selected  vendors only)

This service provides Software  Upgrades for Whitehelm installed  or selected third party software and hardware products.  This service helps you maintain your products at the current Revision  levels, with the latest features, functionality, and enhancements.

In order to purchase this  service, you must first purchase a Remote Technical  Support agreement, described  above. Once you have subscribed  to the software upgrade service, upgrades become readily available as and when vendors change revisions. This service is a convenient way to keep your software  current, and your network performing at optimal levels.

Please call 0870 421 4023 to find out how your company  can benefit from our wide range of customer support  services, or e-mail customer.team@Whitehelm.com requesting more information.