Technical Services

Support Services

Switchnet Systems pride themselves on providing the most flexible and comprehensive support services in the industry.  We can offer a fully tailored contracted solution from basic telephone and e-mail support (complete with on-line ticketing systems) through to on-site engineering response, same day if required.

Switchnet Systems cover all the support, deployment and pre-sales requirements in-house and are partnered with industry leading Vendors providing leading-edge, best of breed solutions enabling the highest level of support for you and your customers.

Basic Contracted Options

• TAC-Silver
  • Business hours telephone and e-mail support
  • On-line ticketing system
  • Next Business Day advanced replacement
• TAC-Gold
  • Business hours telephone and e-mail support
  • On-Line ticketing system
  • Next Business Day engineering response (upgradeable to same day under the PLUS scheme)
• TAC-Platinum
  • 24x7 Telephone and e-mail support
  • Dedicated On-Line ticketing system
  • Dedicated emergancy response number
  • 8 hour engineering response (upgradable to 4 hour* under the PLUS scheme)

* in certain areas of the UK 4 hour response is unavailable, in light of this the upgrade is for 6 hour response 

REmote Device MANagement (REDMAN)

An additional offering to any standard support contract, Switchnet Systems can actively monitor your installed network devices, by keeping an eye on your systems Switchnet Systems can pro-actively ensure that your network will always be available ensuring maximum uptime and Business continuity.

REDMAN Options

• REDMAN I
  • Basic Business Hours Monitoring and error notifications
• REDMAN II
  • Customer Operational Hours monitoring
  • Assisted fault repair
• REDMAN III
  • Extended hours monitoring
  • Assisted Link issue fix
  • Pro-Active device fix
• REDMAN IV
  • Operational Hours and Weekend Monitoring
  • Pro-Active link and device fix
  • Pro-Active Health Checks
  • Management visibility *
• REDMAN V
  • 24 x 7 Device Monitoring
  • Pro-Active device and link management
  • Management Visibility *

* Switchnet enables you or your customer to view our monitoring station for their network, dedicated link to Switchnet required.