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Service Levels from PrismPointe Technologies

Service levels that support client server computing are designed around the end user and their needs. The downtime of a personal computer for a knowledge worker can cost hundreds if not thousands of dollars per hour in lost billings and productivity. Your strategy to keep your end users up and running is critical.  Ask yourself:

  • Will my computers be used to run critical functions that require a high level of availability?
  • Will computer downtime be a serious problem for the users?
  • How do computer outages affect your relationship with your customers or suppliers?
  • Are you looking for a single point of accountability for resolution?

If you answered "Yes" to any of these questions, then PrismPointe Technologies can customize a client-server maintenance solution for you.  All of these options have an associated fee.

PrismPointe Technologies Service Level Options

Service Levels
Service Level Response Time  Description
Mission Critical On-site Engineer Same Day 7x24, Onsite Engineer
If you are looking for immediate response from a PrismPointe engineer and require on-site sparing of parts then this service option is for you. 
Mission Critical 7x24,2
Same Day 7x24, 2 hour response time
If you are looking for same day 2 hour response and require on-site sparing for critical items and components with elevated failure rates, then Mission Critical 7x24,2 support should be considered.  This highly sensitive service level may come with an assigned field engineering resource.
Mission Critical 7x24,4
Same Day 7x24, 4 hour response time
If you are looking for same day 4 hour response then Mission Critical 7x24,4 support is for you.  Your field engineer will arrive on-site, with the proper spares within 4 hours of problem determination to get your system back in operation as rapidly as possible.
Critical 5x12, 4
Same Day 5x12, 4 hour response time
When you need same day 4 hour response in a 8AM to 8PM twelve hour calling window, then the Critical 5x12,4 support is for you.
Premium NCD 7x9, NCD
Next Calendar Day, 7x9
When you need a next calendar day (NCD) response with a 8 AM to 5PM nine hour calling window, then the Premium 7x9, NCD service level is for you.
Premium 5x9, NBD
Next Business Day, 5x9
When you need a next business day (NBD) response with a 8 AM to 5PM nine hour calling window, then the Premium 5x9, NBD service level is for you.
Shared
5x9, NBD
Parts Only
Next Business Day - Parts Only, 5x9
When you wish to perform your own on-site support using your own personnel, Shared Support may be the right choice for you.