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TERiX: Your one-call hardware maintenance provider.

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 offer unique options that provide for a better fit than OEMs can offer with their one-size-fits-all approach.

Hardware Support from 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, fully licensed lab equipment for diagnostic, repair and testing on all platforms that we support.

With supply depots (SDEPOT), regional stocking locations (RSL) and logistics hubs in locations around the US and abroad, our coverage area includes over 95% of the US and major city, major product support in more than 48 countries. You can view our core full-coverage locations on the covered locations list here!

The background of our management staff includes years of experience at such notable OEM 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, OS and systems solution knowledge to your data center.

Operating System Services by TERiX

Your maintenance solution can only be complete with a firm understanding of the operating systems running on your hardware, and at TERiX, our services include knowledge of both sides of the equation.

TERiX services include our engineering expertise providing triage action plans and recommendations:

Operating System Support

System Administration

Level 1: Basic system administration support

  • First call- ticket opened and triaged

  • Identify issues

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 TERiX knowledge database for known solutions

  • Identifies resolution steps

Level 3: High level support

  • Understanding of operating system, hardware, and layered products

Level 4: OEM Escalation Assistance as Agent:

  • Escalate w/client to OEM as needed on their behalf

  • Remain engaged to resolve issues as your agent with the OEM's technical support.

Bringing your systems back to an operational state is not always about hardware specs and available parts alone. It often involves complex combinations of hardware and operating system knowledge, field experience and engineering certifications. 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 toolbox to exceed the SLA expectations of your team are listed below.

TERiX Critical Plus: Our High Availability Support Solution

Ideal for mission-critical production systems, this support option provides for on-site engineer response within 4 hours (also a 2 hour on-site option), 7 days a week, 24 hours a day (7x24) to ensure a quick recovery in case of major 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 4 hour response commitment. We also offer optional on-site stocking of spares to address 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 around the world in the US and 48 countries. To view a coverage location list, please Click Here.

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As an independent Silicon Valley-based provider of server, storage, and network maintenance services, TERiX serves more than 1,000 customers around the world. TERiX support options include onsite server, storage, network maintenance with plans that include 24/7 coverage, spares onsite, next-day parts, and UNIX based operating system configuration, system administration, and error analysis and diagnosis services.

TERiX Computer Service - World-Class Server, Storage, and Network Maintenance

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