Flexible Support, Service First Guarantee
Your environment is unique: your test and production environments, platform mix, and data needs all vary. You don’t think in the box, so you don’t need an out of the box maintenance agreement.
Park Place International’s FlexService maintenance programs allow us to create a customized maintenance program to meet your needs and your budget. Select the maintenance level by location, equipment manufacturer, equipment type, whatever your requirements. Your needs vary, and so do our programs, so we can change service levels or add equipment on the fly.
Park Place Service Level Selection
7x24 x4 Service Level
Park Place will dispatch a Field Engineer if necessary to our client site within 4 hours of determining a hardware issue. Park Place will provide initial phone-based troubleshooting from an experienced technical support consultant to determine issue needs and escalation. Our Field Engineer will arrive on-site, within 4 hours, armed with the typical failure items for your specific environment. All OEM components are fully tested to expedite proper replacement of your failed components.
5x8 Normal Business Hours Coverage
Park Place will dispatch a Field Engineer if necessary to our client site during normal business hours, 8 a.m. to 5 p.m. in your local time zone, Monday through Friday with the exception of holidays. If it is determined after 1 p.m. that onsite service is required, the Field Engineer will arrive the following business morning. In the case of calls dispatched after 5 p.m. local client time, service may take an additional business day.
Next Business Day
Park Place will dispatch a Field Engineer if necessary to our client site for arrival the following business day. The Engineer will respond during normal business hours, 8 a.m. to 5 p.m. in your local time zone, Monday through Friday with the exception of holidays. Calls dispatched before 5 p.m. local time will receive service the next business day. In the case of calls dispatched after 5 p.m. local client time, service may take an additional business day.
Online Tracking System Ensures SLAs are Met
Park Place uses online event tracking systems to offer anytime, anywhere access, 24x7 monitoring of your data center environment, and service levels and events within any incident. Our systems ensure we are responsive and accountable, and you have visibility into all aspects of your service and support.