Network Maintenance Service Level Agreements | Curvature

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Feature
Description
The service level options noted vary by product and response times are subject to local availability. Contact your Curvature sales representative for more information.
Service Level Options For supported products, Curvature offers these service levels:
4-hour Onsite, 4-hour Parts Only, Next Business Day Onsite, Next Business Day Parts Only, Same Day Ship
4-hour Onsite
Hardware Support
Coverage: Remote Technical Support, Replacement Parts and Onsite Labor
Coverage window: 24/7 – Service is available 24 hours per day, 7 days per week, including Curvature holidays.
Support ticket response time: 30 minutes – From initiation of incident until a Service Desk Agent responds to the requestor.
Onsite response time: 4-hours – Once it has been determined that the incident cannot be resolved remotely, Curvature will deploy replacement parts and Field Engineer to arrive within four hours from problem determination. All replacement parts and field technicians are located near the service location.

Technical Support
Coverage: Curvature will provide Remote Technical Support for the covered equipment.
Coverage window: 24/7 – Service is available 24 hours per day, 7 days per week, including Curvature holidays.
4-hour Parts Only Hardware Support
Coverage:
Remote Technical Support and Replacement Parts
Coverage window:
24/7 – Service is available 24 hours per day, 7 days per week, including Curvature holidays.
Support ticket response time:
30 minutes – From initiation of incident until a Service Desk Agent responds to the requestor.
Parts response time:
Within 4 Hours – Once it has been determined that the incident cannot be resolved remotely, Curvature will deploy replacement parts to arrive within four hours of identifying the problem. All replacement parts for four-hour delivery is stored in a Curvature warehouse specific to the delivery location.

Technical Support

Coverage: Curvature will provide Remote Technical Support for the covered equipment.
Coverage window: 24/7 – Service is available 24 hours per day, 7 days per week, including Curvature holidays.
Next Business Day Onsite Hardware Support
Coverage:
Remote Technical Support, Replacement Parts and Onsite Labor
Coverage window:
Normal business hours – Monday through Friday between 0800 and 1700 local time, excluding Curvature holidays.
Support ticket response time: 30 minutes – From initiation of incident until a Service Desk Agent responds to the requestor.
Onsite response time:
Next Business Day – Once it has been determined that the incident cannot be resolved remotely, Curvature will deploy replacement parts and Field Engineer to arrive the next business day. If determination is made after 1500 local time at the applicable Curvature facility, replacement parts will be shipped out the following business day.

Technical Support
Coverage: Curvature will provide Remote Technical Support for the covered equipment.
Coverage window: 24/7 – Service is available 24 hours per day, 7 days per week, including Curvature holidays.
Next Business Day Parts Only
Hardware Support
Coverage:
Remote Technical Support and Replacement Parts
Coverage window:
Normal business hours – Monday through Friday between 0800 and 1700 local time, excluding Curvature holidays.
Support ticket response time:
30 minutes – From initiation of incident until a Service Desk Agent responds to the requestor.
Parts response time:
Next Business Day – Once it has been determined that the incident cannot be resolved remotely, Curvature will deploy replacement parts to arrive the next business day. If determination is made after 1500 local time at the applicable Curvature facility, the replacement parts will be shipped out the following business day.

Technical Support
Coverage: Curvature will provide Remote Technical Support for the covered equipment.
Coverage window: 24/7 – Service is available 24 hours per day, 7 days per week, including Curvature holidays.
Same Day Ship
Hardware Support
Coverage:
Remote Technical Support and Replacement Parts
Coverage window:
Normal business hours – Monday through Friday between 0800 and 1700 local time, excluding Curvature holidays
Support ticket response time: 30 minutes – From initiation of incident until a Service Desk Agent responds to the requestor.
Parts response time: Varies by location – Once it has been determined that the incident cannot be resolved remotely, Curvature will ship the replacement parts unless determination is made after 1500 local time at the applicable Curvature facility, then the replacement parts will be shipped out the following business day. Destination country importation rules or procedures, export controls, customs delays, public holidays and/or extreme weather may delay delivery.

Technical Support

Coverage:
Curvature will provide Remote Technical Support for the covered equipment.
Coverage window:
24/7 – Service is available 24 hours per day, 7 days per week, including Curvature holidays.
  Definitions
Coverage
details what features are provided by a service level, generally parts or labor.
Coverage window specifies the time during which the customer may request service be performed.
Support ticket response time specifies the period that begins after the initial contact has been received by Curvature and ends once a Curvature Service Desk Agent responds to the service requestor.
Onsite response time ends specifies the period that begins after the initial call has been received and acknowledged by Curvature and it has been determined that the incident cannot be resolved remotely. The onsite response time ends when the replacement parts, and the Curvature field engineer (or the authorized service representative) arrives onsite; or when Curvature has determined the incident has been resolved.

 

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2810 Coliseum Centre Drive Suite 600 28217 Charlotte, NC
+1(704)921-1620 [email protected]