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 sales@whitehelm.com requesting more information.
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