A: It is a service sold by a company that protects your computer hardware. If the hardware in a computer fails while it is covered by a maintenance contract, the service company should resolve the problem at no additional cost to you. It is the same concept as an extended warranty. You are basically buying insurance to protect your purchase.

There are two types of maintenance contracts: On-site and Depot.

A: A technician is sent to your location. The technician diagnoses the problem and has or orders the parts. The technician installs the parts and checks that the systems working properly. This is the best suited contract for any hardware.

A: A service company will just ship you the part that you need. You need to first diagnose the problem, call the service company and order a part. Then the part is shipped directly to you and you need to install it in your system. Then you need to pack and ship back the defective part. This can be a time consuming process.

A: You do not have to pay for parts or labor every time the equipment breaks down.

The equipment is fixed by a technician and you do not have to spend time resolving this problem.

There are fixed yearly costs that can be budgeted. There are no surprise expenses for emergency repairs.

A: Usually between 10% and 20% of the list price of the equipment. But of course there are many variables that affect the price, for example your location and service levels.

A: You can get a contract from a third party company. These companies charge much less than the OEMs.

A: Low maintenance prices.

A third party company can support equipment from different manufacturers and can assume responsibility for multivendor problems. It is better to have only one maintenance contract instead of multiple contracts.

A: Yes, Mission critical server can be covered with our maintenance contract.

A: Different companies offer different levels of service. Nettsup offers following service level plans:

• Platinum Plan                       24 x 7 x 4
• Diamond Plan                      24 x 7 x 8
• Gold Plan                               8 x 5 x 4
• Silver Plan                             8 x 5 x NBD
• Bronze                                   8 x 5 x 2NBD

A: Over 80% of our engineers previously worked for major manufacturers such as Hewlett-Packard, IBM and Sun Microsystems. In addition our engineers are constantly training on the latest in hardware and software developments to stay ahead of technological advancements.

A: Different companies offer different response times. Here are some examples:

4 hours 
8 hours 
Within 24 hours 
Within 48 hours 
Transfer to live operator. 
Call back within a few hours. 
…

A: A 7×24 contract with a short response time is going to be very expensive. You should determine what kind of downtime you can tolerate and purchase a corresponding contract that you can afford.