Support Coverage Types

Offering excellence in technology support services, TERiX has multiple options for flexible coverage based on your needs.  Our programs match up to OEM program coverage, but we also have additional options that provide for a better fit.  TERiX support provides unmatched value for quick trouble resolution because of bundled hardware and operating system support. 

Hardware Support by TERiX

Our engineers carry certifications and all the training in all OEM platforms (Sun, IBM, Dell, HP, Compaq, etc) with an average of over 10 years experience to provide professional hardware support, reducing customer downtime by delivering effective triage, diagnosis and onsite field engineer services. Our 4,000 square foot ESD lab is fully equipped with state-of-the-art lab equipment for diagnostic, repair and testing on all platforms that we support.

With supply depots (SDEPOT), regional stocking locations (RSL) in locations around the US and abroad, our coverage area includes over 95% of the US and major city support in 48 countries.  You can view a sample group of locations on our Coverage List Here!

The background of our management staff includes years of experience at such notable companies as Hewlett Packard, Sun Microsystems, Unisys, SAP, Digital Equipment Corporation, Axil Workstations, Pinnacle Data Systems, and Pyramid Technology. This in-depth experience brings industry-leading hardware and systems solution knowledge to your data center. 

Operating System Support by TERiX

Your maintenance solution can only be complete with a firm understanding of the operating systems running on your UNIX data center servers, and at TERiX, our support includes both hardware and operating system support (Sun Solaris, IBM AIX, HP-UX, HP MPE, OpenVMS, Tru64).

TERiX operating system support includes our Engineering expertise:

Operating System Support	System Administration
Level 1: Basic system administration support First call– ticket opened and triaged Identify Hardware or Software	TERiX Engineers Provide Limited Administrative Support Associated with a Maintenance Event: Limited System administration support Limited Configuration and addition of storage Limited Re-partition storage Limited Create new file systems Limited Set up printers Limited Adding workstations on the network Limited Configuring users TERiX can provide further assistance as a professional service outside of maintenance with a quote/scope.
Level 2: Advanced systems administration support Searches knowledge database for known solutions Recommends patches or bug fixes
Level 3: Kernel level support assistance Reviews/analyzes error logs Reviews/analyzes snap, explorer, core dump files Provides temporary work around
Level 4: Custom patch support assistance Escalate w/client to OEM as needed Advanced reporting and TERiX tools

Bringing your systems back to an operational state is not always about hardware skill and available parts but can involve complex combinations of hardware and operating system knowledge and engineering certification.  Every TERiX support option includes our helpdesk and engineering assistance during your period of coverage.

While coverage types may differ slightly by platform, some of the standards that you will find in our arsenal to meet the SLA expectations of your team are listed below.

TERiX Critical Plus: Our High Availability Support Solution

Ideal for systems that are critical to your business, this support option provides for on-site engineer response within 4 hours (also a 2 hour onsite option), 7 days a week, 24 hours a day (7x24) to ensure a quick recovery in case of system failure. 

TERiX Critical: Our Business Week High Availability Support Plan

For systems service throughout the business week, this program provides Monday through Friday 24 hour support with a four hour response commitment. We also offer optional spares on-site for high availability support needs.

TERiX Elite: Our Standard System Support Solution

This service is for systems in need of on-site support Monday through Friday during normal business hours (8a-5pm local time).  This support option offers you the peace of mind that comes with knowing you can have a TERiX on-site support engineer available to your facility during the workweek.  Coverage is 8x5x4 on-site within four hours, with an option for on-site spares for added convenience.

TERiX Shared: Our Self-Maintenance Solution

For some of the products we support, we know that some customers are sophisticated users who can perform the on-site maintenance task on their own. This program provides technical helpdesk support and training, with guaranteed replacement part delivery. 

TERiX offers support in the US and 48 countries.  To view a coverage location list, please Click Here.