Hardware Support
Q. “What is covered under a standard HW Maintenance Contract?”
A. A Standard HW Maintenance Contract covers all parts and labour for fixes. The only thing not covered is consumable, which mainly comes down to things like printer toner, etc.
Q. “I have many items coming out of warranty at different stages throughout next year, would it be possible to add these items as and when necessary?”
A. Yes, we are very flexible and will pro-rata additional items to save having many renewal dates.
Q. “Not only do I require a same day response contract but also a same day fix, can keystone provide this type of contract?”
A. Yes, keystone can provide up to a 2 hour on-site response (depending on location) but it is also possible to add a fix time e.g. 4 hour response + 4 hour Fix, this gives us a total time of 8 hours to fix your HW problem. There is a few exceptions to these contacts, these mainly involve a reboot or rebuild of the OS kernel, on occasions these jobs can take longer than 4 hours depending on the type of HW and the Operating Systems running on them.
Q. “With my last contract the HW engineer that attended site left site with my failed hard disk along with all my information on. Would this happen with Keystone?”
A. As standard yes, the engineer will normally replace the offending piece of hardware and take the old piece away with him. However, it is possible at time of support call to arrange something a little different. Jobs like these will always be looked at case by case and keystone will always try and accommodate the customer’s needs. Lost data on disks can also be solved through system configuration, once in place a SW engineer can either dial in or give telephone advice helping to recover this missing data, an OS Support Contract needs to be in place for this service. For more information on RAID configurations please see your account manager.
Q. “Is it possible to tailor a contract so replacement loan printers & comms kit can be left on-site once the engineer has responded to my call, until my original HW is back up and running?”
A. Yes, Keystone can tailor HW Maintenance Contracts to fit most customer’s needs.
Q. “What is covered under a standard HW Maintenance Contract?”
A. A Standard HW Maintenance Contract covers all parts and labour for fixes. The only thing not covered is consumable, which mainly comes down to things like printer toner, etc.
Q. “I have many items coming out of warranty at different stages throughout next year, would it be possible to add these items as and when necessary?”
A. Yes, we are very flexible and will pro-rata additional items to save having many renewal dates.
Q. “Not only do I require a same day response contract but also a same day fix, can keystone provide this type of contract?”
A. Yes, keystone can provide up to a 2 hour on-site response (depending on location) but it is also possible to add a fix time e.g. 4 hour response + 4 hour Fix, this gives us a total time of 8 hours to fix your HW problem. There is a few exceptions to these contacts, these mainly involve a reboot or rebuild of the OS kernel, on occasions these jobs can take longer than 4 hours depending on the type of HW and the Operating Systems running on them.
Q. “With my last contract the HW engineer that attended site left site with my failed hard disk along with all my information on. Would this happen with Keystone?”
A. As standard yes, the engineer will normally replace the offending piece of hardware and take the old piece away with him. However, it is possible at time of support call to arrange something a little different. Jobs like these will always be looked at case by case and keystone will always try and accommodate the customer’s needs. Lost data on disks can also be solved through system configuration, once in place a SW engineer can either dial in or give telephone advice helping to recover this missing data, an OS Support Contract needs to be in place for this service. For more information on RAID configurations please see your account manager.
Q. “Is it possible to tailor a contract so replacement loan printers & comms kit can be left on-site once the engineer has responded to my call, until my original HW is back up and running?”
A. Yes, Keystone can tailor HW Maintenance Contracts to fit most customer’s needs.