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C,7 1 CA r...0 M <br /> 5. Validate resolution <br /> 6. Track and monitor progress <br /> 7. Close the incident <br /> Support Services <br /> GigaKOM's delivery of Support Services depends on the services required and specified by the <br /> client. Based on the services requested, GigaKOM follows the standard Methodologies for <br /> delivering the types of services as defined below. <br /> Support Services can include the following components: <br /> • Manufacture maintenance agreements <br /> o Software Downloads, bug fixes, security patching, and technical maintenance <br /> o Hardware replacement warranties <br /> • Hardware replacement time and materials funding pools. <br /> • Labor-based technical support <br /> o Onsite technical support <br /> © Remote technical support <br /> o Remediation of technical issues <br /> o Labor-based maintenance of network components to ensure equipment <br /> operates at manufacture and industry-specified performance levels. <br /> • Cable plant repair, upkeep,and maintenance <br /> Based on the requested services from the client, GigaKOM would be prepared to meet the <br /> expected maintenance windows as specified by the school. <br /> For Basic Maintenance involving GigaKOM technical support, we provide a 24x7 contact <br /> number and a web portal for reporting troubles on a client network. <br /> Manufacture maintenance agreements <br /> GigaKOM has partnered with most network manufacturers to provide warranty solutions were <br /> available to provide eligible maintenance agreements. <br /> For maintenance agreements, GigaKOM will work with the district to verify eligible equipment <br /> identification, validate warranty levels, and address any end-of-support issues. In addition, <br /> GigaKOM will procure the maintenance contract with the manufacturer and ensure the <br /> warranty is provided under the District's name. Copies of the contract will be provided to the <br /> District. <br /> For ineligible components or services, including Hardware warranties, GigaKOM will identify <br /> such components to the District and provide the District options to procure these services <br /> outside E-rate funding. <br /> Hardware replacement time and materials funding pools. <br /> Within E-Rate guidelines, specific funding is available for time and materials to repair and <br /> replace for the maintenance and upkeep of eligible equipment. Where appropriate, GigaKOM <br /> will work with the District to identify the eligible equipment. <br /> HQ:9245 Activity Road,Suite 105 1 San Diego,CA 92126 1 Phone: 858-769-5408 1 Fax: 858-565-2453 <br /> 16 <br />