In order to guarantee its clients’ success, DESCA commits to generating service agreements that will give them access to any required technological or personal support. With this in mind, DESCA has developed strategic support products we call DESCA StrategicC Support Program (DSSP), which are integrated to a program that provides support to the teams and personnel specialized in the different technologies that DESCA represents.
DESCA will prepare a tailor-made agreement to suit the requirements of the individual client and will guarantee compliance with its Service Level Agreements (SLAs). Our SLAs offer different customer-service platforms that not only meet current IT standards but exceed and complement them, adding greater satisfaction thanks to our flexibility in adapting to the demands of our clients’ businesses.
Our DSSP strategic support offers the following service levels:
TITANIUM 7x24x2 Aimed at defending your business’ Critical Core equipment.
Titanium service scope:
Immediate attention through our Technical Assistance Center – TAC (Help Desk), available year-round, 24 hours-a-day, 7 days-a-week.
On-site assistance within 2 hours after receipt of incident report at TAC.
You can contact us at our 0800 line, by fax and/or email.
1st-level assistance: Our engineers, certified in the different technologies we represent, monitor systems and resolve incidents instantly.
2nd-level assistance: Remote or on-site, through specialized Engineers and Consultants.
Immediate replacement of guaranteed parts or equipment covered by the agreement (*).
Free software update of equipment covered by the agreement (*).
(*) Applies only if manufacturer’s or DESCA’s services are contracted to replace hardware and/or software.
PLATINUM 7x24x4 Aimed at defending your business’ Critical Core equipment.
Platinum service scope:
Immediate attention through our Technical Assistance Center – TAC (Help Desk), available year-round, 24 hours-a-day, 7 days-a-week.
On-site assistance within 4 hours after receipt of incident report at TAC.
You can contact us at our 0800 line, by fax and/or email.
1st-level assistance: Our engineers, certified in the different technologies we represent, monitor systems and resolve incidents instantly.
2nd-level assistance: Remote or on-site, through specialized Engineers and Consultants.
Immediate replacement of guaranteed parts or equipment covered by the agreement (*).
Free software update of equipment covered by the agreement (*).
(*) Applies only if manufacturer’s or DESCA’s services are contracted to replace hardware and/or software.
GOLD 8x5x4 Aimed at defending your business’ Critical or Non-Critical equipment
Gold service scope:
Immediate attention through our Technical Assistance Center – TAC (Help Desk), available only from Monday to Friday from 8:00 am to 5:00 am.
On-site assistance within 4 working hours after receipt of incident report at TAC.
You can contact us at our 0800 line, by fax and/or email.
1st-level assistance: Our engineers, certified in the different technologies we represent, monitor systems and resolve incidents instantly.
2nd-level assistance: Remote or on-site, through specialized Engineers and Consultants.
Immediate replacement of guaranteed parts or equipment covered by the agreement (*).
Free software update of equipment covered by the agreement (*).
(*) Applies only if manufacturer’s or DESCA’s services are contracted to replace hardware and/or software.
SILVER 8x5xNBD Aimed at defending your business’ Critical or Non-Critical equipment.
Silver service scope:
Immediate attention through our Technical Assistance Center – TAC (Help Desk), available only from Monday to Friday from 8:00 am to 5:00 am.
On-site assistance during the working day following receipt of incident report at TAC.
You can contact us at our 0800 line, by fax and/or email.
1st-level assistance: Our engineers, certified in the different technologies we represent, monitor systems and resolve incidents instantly.
2nd-level assistance: Remote or on-site, through specialized Engineers and Consultants.
Immediate replacement of guaranteed parts or equipment covered by the agreement (*).
Free software update of equipment covered by the agreement (*).
(*) Applies only if manufacturer’s or DESCA’s services are contracted to replace hardware and/or software.
DSSP CUSTOM (personalized service)
These refer to special customized services required by our clients. DSSP applies at all service levels and can include, for instance, monitoring activities, outsourcing personnel, and specialized consulting work, among others.
These customized services are aimed at Critical or Non-Critical equipment that requires specialized attention and response-times according to individual business needs.
DESCA Professional Services:
Network Infrastructure Administration
Installation and Configuration
Troubleshooting
Help Desk (TAC)
On-site attention
Preventive Maintenance
Personalized Services: DESCA offers the possibility of creating personalized service modules for clients with very specific requirements. These combine elements as defined above and will apply a specific solution, based on client requirements.
