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SERVICE LEVELS
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 Call to Repair 6HR: Our Mission Critical Resolution Option
Ideal when you need a fix same day for your mission critical systems.Within six hours a TERiX Field Engineer will resolve the issue and bring the system to an operational state.
TERiX Critical Plus 4HR: 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 (7×24) 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.