Gigamon Support Partner Provided Services (GSP) – these are authorized maintenance services provided by myHEZO as an Authorized Service Partner for GIGAMON solutions in Poland and the CEE region.
Gigamon Support Partner Provided Services (GSP)
Thanks to them, partners and users can obtain full technical and service support for purchased service contracts at the L1 and L2 levels (diagnosis, verification and problem solving) in Polish and English, implemented locally by Polish, certified engineers.
| Work | Service Description | Service Level Agreement | Customer benefits |
|---|---|---|---|
| Basic Product Support and Software Maintenance Basic support |
Warranty on all software with: Defect isolation and help with more complex configurations and "how to" questions Full access to the latest software versions Telephone support , e-mail and Internet 8x5 during the Client's normal working hours* |
Increased SLA response compared to limited warranty Initial response, recovery, resolution and communication frequency vary by priority level IOR/EOR service level for verified faults Hardware Hardware insurance for related accessories in accordance with the accessories policy |
Future-proof your network Optimal for non-business-critical environments Access to subject matter experts to quickly resolve 8x5 issues during normal customer business hours* Simplified stockings with additional coverage for accessories Simplified returns using selected regional offices worldwide |
| Improved product support and software maintenance Improved support | Everything same as basic service with: AHR Same day ship. Multi-channel support via phone, email, web and real-time chat (estimated availability 2H 2017) |
Same as base service from: AHR Same Day Vessel Services Real-time chat Access to technical support 8x5 Mon- Fri |
Same as basic service with: Minimized savings requirements with Advance hardware replacement Communicate however you want with chat |
| Elite Product support and software maintenance Elite support | Same as improved support for: 24X7X365 support |
Same as improved support for: Increased SLA response as compared to Basic or Enhanced support Technical Support Access 24X7X365 |
Same as enhanced support for: Optimal for mission-critical business environments Access to subject matter experts at any time to quickly resolve issues |
Service services can be extended by the additional presence of an engineer at the equipment installation site and quick replacement of components in the event of failure.