Keep hardware/software availability high with quality proactive and reactive support.

Critical Service brings you the best of both worlds: expert preventive services to sustain high performance and availability - plus super-responsive 24x7 remedial support for fast, seamless resolution whenever unforeseeable problems crop up. Providing integrated support delivery across your hardware and software environments, it helps you understand and eliminate the causes of downtime, meet your service-level commitments, and enjoy the multiple benefits of collaboration with a true IT support partner.

Proven proactive services

To design a strategy to bring your IT commitments in line with your business goals, your assigned support team of certified experts first conducts an assessment of where you are today. Your support team meets with you quarterly to discuss your progress. The team also provides you with custom-tailored change management guidance and advice. Working closely with your IT staff, your team can identify and manage the delivery of technical services for improvements in areas such as availability, capacity management, change planning, and security.

Leading-edge remote technologies and tools monitor your hardware/software environment's stability, minimize downtime, enhance performance, and increase the return on your IT investments.

Rapid-response reactive services

If a critical problem occurs, Microreksa Services helps you address it quickly via accelerated recovery and restoration processes. You're immediately connected with experienced support specialists for prompt troubleshooting and resolution. Microreksa Services commits to resolve your hardware problems in 6 hours, although most problems are resolved even faster.

Critical Service helps you:

• Boost business productivity through increased server,  storage,  networking, and applications availability.
• Minimize business losses caused by IT downtime.
• Reduce risk and improve efficiency by proactively managing change.
• Resolve complex hardware and software problems quickly through direct access to Microreksa Services expertise and hands-on assistance.
• Rapidly access single-source support from a team familiar with your business and technology infrastructure.
• Free your IT staff to focus on strategic issues.

Diverse hardware and software services to keep you up-and-running right

Critical Service highlights include:

• Service level management
  • Assigned certified customer support team
  • Real-time monitoring of your environment's stability
  • Quarterly onsite support planning and activity review meetings
  • Two technical services engagements

• Availability management
  • Site environmental survey
  • Availability checkup to assess your IT environment against your availability objectives
  • Hardware preventive maintenance
  • Enhanced inventory management

• Configuration, change, and release management
  • Quarterly operating systems patch analysis and management
  • Quarterly firmware updates and micro-code recommendations
  • Remote monitoring, analysis, and management

• Incident and problem management
  • 24x7 coverage
  • Dedicated mission-critical phone number for problem resolution
  • Immediate connection to experts and intervention for critical hardware and software problems
  • Immediate dispatch of an engineer for critical hardware problems
  • 6-hour hardware call-to-repair (excluding XP storage devices), available 24x7
  • 6 hour call-to-redundancy for XP and selected storage products, available 24x7
  • Optional 4-hour call-to-restoration upgrade
  • Accelerated escalation management