Service Level Measurement & Escalation Procedure

Escalation Procedure :-

Service Level Measurement :-

ACE-CARE-BASIC

ACE-CARE BASIC SUPPORT

· Hardware Repair/Replacement within six weeks (upon receipt of faulty hardware)

· Remote engineer support 9:00 am – 6:00 pm (Mon - Fri).

· Email & phone support 9:00 am – 6:00 pm (Mon - Fri).

 

ACE-CARE-8X5XNBD-OS

ACE-CARE 8X5XNBD ON-SITE SUPPORT

· Advance Hardware Replacement (AHR)/ Equivalent unit within Next Business Day (NBD)

· Hardware faulty to be reported before 3:00 pm (Mon - Fri)

· On-site engineer support

· Email & phone support 9:00 am – 6:00 pm (Mon - Fri).

· Software updates and upgrades.

· Within Klang Valley

* to issue service report

 

ACE-CARE-24X7X4-OS

ACE-CARE 24X7X4 ON-SITE SUPPORT

· Advance Hardware Replacement (AHR)/ Equivalent unit within Same Day

. 4 hours response time

· On-site engineer support

· 24 hours Phone & Email support (Mon - Sun)

· Software updates and upgrades.

· Within Klang Valley

* to issue service report