Maintenance and technical support services

Most businesses today are highly dependent on IT. Loss of revenue or productivity, customer dissatisfaction, damaged reputation and inability to meet regulatory requirements are just a few of the repercussions of unplanned downtime. For these organizations, business continuity demands a stable, reliable data center infrastructure.

According to Gartner Research, technology failures and environmental factors (e.g. heating, cooling and power failures) are among the primary causes of unplanned downtime in mission-critical facilities. That is why regular servicing and preventive maintenance are essential to maximizing uptime and keeping data centers operating at peak performance.

Case in point: research on the impact of preventive maintenance on UPS (Uninterruptible Power Supply) reliability indicates that the Mean Time Between Failures (MTBF) for units that received two preventive maintenance service visits a year is 23 times better than for a UPS with no preventive maintenance visits.*

Regular maintenance of your electrical and mechanical infrastructures not only helps to mitigate the risk of unplanned downtime and the labour costs associated with emergency work; it can also boost overall equipment effectiveness, lower spare-parts inventory costs and allow you to make more effective use of your resources.

ONE-STOP MAINTENANCE AND TECHNICAL SUPPORT SERVICES FROM SYMETRIX

Many organizations receive support from several providers, which can lead to cost-inefficiency, loss of time, complexity in terms of service delivery, and high administrative requirements that include multiple invoice and contract management.

Furthermore, when maintenance is done one component at a time, it can be challenging to ensure equipment interoperability in emergency conditions. 

With Symetrix as a single point of contact for all of your maintenance and technical support services needs, you benefit from a streamlined business process for your support services that helps you meet your service level objectives.

Symetrix support solutions feature:

• A complete range of flexible, worry-free services tailored to match the criticality of your systems
• Both preventive and reactive support services to help you mitigate the risk of unplanned outages and recover quickly from incidents that do occur
• Wide-ranging coverage — from individual component to full data center infrastructure coverage
• Support for components from leading manufacturers (APC-MGE, Liebert, Powerware, Caterpillar, Trane, Asco and others):
  • Uninterruptible power supplies (UPS)    
  • Power distribution units (PDU)
  • Automatic transfer switches (ATS)
  • Cooling units           
  • Generators
  • Fire detection and protection equipment
  • Electrical and mechanical solutions       
  • Water treatment equipment
    
    

[ − ]     WITH SYMETRIX MAINTENANCE AND SUPPORT SERVICES, YOU GET:

• Technical Support 24/7/365 — Symetrix National Service Desk (1 877 234-9272)
  
  
  • Priority access to manufacturer supply chain and help desk
  • Incident management: detection, investigation, diagnosis, resolution, report, monitoring
  • Problem management: root cause resolution, recurrence prevention
  • Flexible on-site service: guaranteed response time** to meet your specific needs, from 4-hour, 8-hour or next day to next-business-day service
  • Logistics coordination, from hardware delivery to installation scheduling
  • Reports on actions taken
  • ITIL® based management service
    
    

• Preventive maintenance visits
  
  
  • Preventive program includes inspections, tests, measurements, adjustments, functional verification and cleaning
  • Frequency based on industry standards and manufacturer guidelines
  • Preventive maintenance visits planning including scheduling, coordination and confirmation
  • Flexible maintenance window including nights, weekends and holidays
  • Parts replacement
  • Corrective maintenance for issues discovered 
  • Reports on the condition of your installations and recommendations
    
    

• Assured infrastructure equipment interoperability
  
  

  Global sub-systems verification, rather than individual component verification, to ensure that infrastructure equipment will operate as expected under emergency conditions

[ − ]     WITH SYMETRIX AS YOUR TRUSTED PARTNER, YOU BENEFIT FROM:

• Simplified technical support and maintenance with our single-source services 
  
  
  • One number to call
  • Integrated support for your multi-product, multi-vendor infrastructure components
  • Management of communications between service providers and you
  • Ongoing situation updates
  • Proactive planning of preventive maintenance visit
    
    
• Reduced cost of support administration
  
  
  • Multiple service provider management in one single contract
  • One comprehensive support agreement
  • Simplified billing
  • Centralized management of your history and various reports
  • Speedy assistance when you need documentation for administrative purposes (e.g., insurance, budgets, etc.)
  • Service contract renewal with coverage based on your evolving needs
  • Budget planning assistance
    
    

>> Download our brochure (format .pdf)

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* The Effect of Regular, Skilled Preventive Maintenance on Critical Power System Reliability, Emerson Network Power, Nov. 2007

** Depending on product and geographic location