ReluTech | IT Support Services for cloud-committed customers

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Service Level Agreements

Our service level agreements (SLAs) are designed to ensure that you receive the highest quality of service from our team.

We are committed to providing you with the best service and support.

8x5xNBD-HPO

Platform

Asset Management
Ticket Initiation & Tracking
Dashboard Analytics & Reporting
Contract Management
Renewal Reminders

Helpdesk

24x7x365, US Based Helpdesk
Average Ticket Engagement < 15 mins
Call Home on Most Storage Products
SW/FW Guidance On Most OEM Products
Remote Diagnosis/Triage
Dedicated Customer Success Manager (CSM)

Certiﬁed Parts

24 Hour Delivery After Issue Diagnosis
Next Business Day Delivery After Issue Diagnosis
On-Site Spare Parts Stocking
Coverage on Consumables
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
On-Site Field Engineer on the Next Business Day

24x7x4-HPO

Platform

Asset Management
Ticket Initiation & Tracking
Dashboard Analytics & Reporting
Contract Management
Renewal Reminders

Helpdesk

24x7x365, US Based Helpdesk
Average Ticket Engagement < 15 mins
Call Home on Most Storage Products
SW/FW Guidance On Most OEM Products
Remote Diagnosis/Triage
Dedicated Customer Success Manager (CSM)

Certiﬁed Parts

24 Hour Delivery After Issue Diagnosis
Next Business Day Delivery After Issue Diagnosis
On-Site Spare Parts Stocking
Coverage on Consumables
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
On-Site Field Engineer on the Next Business Day

re:Leaf

24x7xNBD-HPO

Platform

Asset Management
Ticket Initiation & Tracking
Dashboard Analytics & Reporting
Contract Management
Renewal Reminders

Helpdesk

24x7x365, US Based Helpdesk
Average Ticket Engagement < 15 mins
Call Home on Most Storage Products
SW/FW Guidance On Most OEM Products
Remote Diagnosis/Triage
Dedicated Customer Success Manager (CSM)

Certiﬁed Parts

24 Hour Delivery After Issue Diagnosis
Next Business Day Delivery After Issue Diagnosis
On-Site Spare Parts Stocking
Coverage on Consumables
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
On-Site Field Engineer on the Next Business Day

Custom*

Platform

Asset Management
Ticket Initiation & Tracking
Dashboard Analytics & Reporting
Contract Management
Renewal Reminders

Helpdesk

24x7x365, US Based Helpdesk
Average Ticket Engagement < 15 mins
Call Home on Most Storage Products
SW/FW Guidance On Most OEM Products
Remote Diagnosis/Triage
Dedicated Customer Success Manager (CSM)

Certiﬁed Parts

24 Hour Delivery After Issue Diagnosis
Next Business Day Delivery After Issue Diagnosis
On-Site Spare Parts Stocking
Coverage on Consumables
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
On-Site Field Engineer on the Next Business Day

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