ReluTech | IT Support Services for cloud-committed customers

Service Level Agreements

ReluTech offers flexible SLAs that match your budget and requirements. Coverage window, intervention and repair time can be customized based upon customer specifications, or aligned with one of our standard plans.

Our help desk engineers are available 24/7/365.

Feature	8x5xNBD-HPO	24x7xNBD-HPO	24x7x4-HPO	Custom*
Platform
Asset Management	✓	✓	✓	✓
Ticket Initiation & Tracking	✓	✓	✓	✓
Dashboard Analytics & Reporting	✓	✓	✓	✓
Contract Management	✓	✓	✓	✓
Renewal Reminders	✓	✓	✓	✓
Helpdesk
24x7x365 Command Center	✓	✓	✓	✓
Average Ticket Engagement < 15 mins	✓	✓	✓	✓
Call Home on Most Storage Products	✓	✓	✓	✓
SW/FW Guidance On Most OEM Products	✓	✓	✓	✓
Remote Diagnosis/Triage	✓	✓	✓	✓
Certified Parts
4 Hour Delivery After Issue Diagnosis	Not included	Not included	✓	✓
Next Business Day Delivery After Issue Diagnosis	✓	✓	Not included	✓
On-Site Spare Parts Stocking	Not included	Not included	✓	✓
Coverage on Consumables	Not included	Not included	Not included	✓
Defective Media Retention (DMR)	✓	✓	✓	✓
Field Engineering
Fully Vetted Engineers in 150 Countries	✓	✓	✓	✓
On-Site Field Engineer in Residency	✓	✓	✓	✓
On-Site Field Engineer Within 4 Hours	Not included	Not included	✓	✓
On-Site Field Engineer on the Next Business Day	✓	✓	Not included	✓

* HPO = Helpdesk, Parts, and On-Site Engineering

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Service Level Agreements

Our help desk engineers are available 24/7/365.

Feature	8x5xNBD-HPO	24x7xNBD-HPO	24x7x4-HPO	Custom*
Platform
Asset Management	✓	✓	✓	✓
Ticket Initiation & Tracking	✓	✓	✓	✓
Dashboard Analytics & Reporting	✓	✓	✓	✓
Contract Management	✓	✓	✓	✓
Renewal Reminders	✓	✓	✓	✓
Helpdesk
24x7x365 Command Center	✓	✓	✓	✓
Average Ticket Engagement < 15 mins	✓	✓	✓	✓
Call Home on Most Storage Products	✓	✓	✓	✓
SW/FW Guidance On Most OEM Products	✓	✓	✓	✓
Remote Diagnosis/Triage	✓	✓	✓	✓
Certified Parts
4 Hour Delivery After Issue Diagnosis	Not included	Not included	✓	✓
Next Business Day Delivery After Issue Diagnosis	✓	✓	Not included	✓
On-Site Spare Parts Stocking	Not included	Not included	✓	✓
Coverage on Consumables	Not included	Not included	Not included	✓
Defective Media Retention (DMR)	✓	✓	✓	✓
Field Engineering
Fully Vetted Engineers in 150 Countries	✓	✓	✓	✓
On-Site Field Engineer in Residency	✓	✓	✓	✓
On-Site Field Engineer Within 4 Hours	Not included	Not included	✓	✓
On-Site Field Engineer on the Next Business Day	✓	✓	Not included	✓

* HPO = Helpdesk, Parts, and On-Site Engineering