SILVER

SAN Solutions Basic support supplements the support offered by the product vendors in order to cover the complete system infrastructure at a minimal budget.  SAN Solutions’ vendors, if covered by their support agreements, will provide break-fix support and periodic software and firmware updates for their products. SAN Solutions’ Basic Support is a low-level support package with the intent to effectively work with internal IT personal to minimize any downtime or inconveniences caused by system level issues. 

SAN Solutions Basic Support covers:

1.System and device level help desk with telephone and email support.

2.System and device level on-site troubleshooting support.

3.Remote access troubleshooting for expedited problem resolution where infrastructure   supports VPN and remote access.

4.Installation, or coordinated vendor installation, of new software or firmware updates followed by system verification. 

5. Manage vendor support agreements. Coordinate and expedite vendor level break-fix support. Provide customer any vendor product alerts or other product notifications.

6. Implement system configuration changes to meet changing system requirements where possible.  Recommend system upgrades as needed.

Please note, travel expenses are not included in the base price of this support option and are billed separately as incurred.  A blanket  purchase order must be issued to bill against for these expenses.