Guaranteed Performance
Your information processing system is the backbone of your organization. You depend on your system to give you and your staff key information that you need in making critical decisions and to serving the public. If your information system becomes unavailable for even a short period of time it can mean chaos or in a worse case scenario disaster. NDS represents the most reliable computer equipment available to the market today. Much of this equipment has mean time between failure (MTBF) rates that stretch into the millions of hours. Even this type of reliability doesn't guarantee 100% performance, however, and service will be required to ensure that your system is available at the critical times when you need information. That's where the NDS hardware support professionals take over. These individuals make sure your system maintains high availability at all times and when things do go wrong they get it back online fast.
Hardware Support Products
NDS offers three hardware support products to qualified end users, Full Plan, Extended Plan, and Time and Material plan.
Full Plan
The Full Plan entitles NDS certified customers access to a qualified NDS Hardware Support Professional via the NDS 800 support lines Monday through Friday (except holidays observed by NDS) from 8:30 a.m. to 5:00 p.m. within the customer time zone.
Full Plan entitlements include:
All parts, labor and travel time required to repair the product is covered.
Preventative and scheduled periodic maintenance.
Four hour response time based on system hardware component and call severity code.
Field plug-compatible replacement components.
Clients also receive hardware defect remedies, as they become available from the equipment manufacturer under this plan.
** Acts of God or intentional damage done to hardware components is not covered under any NDS Service plan.
Extended Plan - Optional
The Extended Plan extends coverage from the Full Plan to include coverage 7 days per week 24 hours a day including holidays.
**(Coverage hours outside the Full Plan are performed via pager.)
Time and Material Plan
The Time and Material Plan is not a maintenance plan, but it is a service agreement. Under the Time and Material plan, parts, travel, and labor are billable directly to the customer. Calls are responded to on a next day basis and all parts must be ordered from the manufacturer and then placed into the customers system. Any components that cannot be field repaired will be sent back to the manufacturer for repair. Loaner components can be provided on a daily rental while original components are being serviced.