Hardware Maintenance Inquiry

Introduction to Top Ten USA's Hardware Maintenance Program

Top Ten USA is the engine driving the RocketPlus™ platform. We are a US based, international Third Party Maintenance (TPM) provider widely regarded as the leader in Equallogic parts and service for over the last decade.Top Ten USA is also a proud GSA Federal Schedule 70 Contract Holder in good standing and we are happy to work with any government entities that may need our help. The RocketPlus™ platform was created to fill a gap in support that has been unaddressed for over 30 years. Often, a hybrid approach will offer the most complete and cost effective solution for our clients with some hardware on traditional maintenance contracts and some on a RocketPlus™ subscription. Please see brief explanations of your options below, and if you have any questions please let us know. Our team is more than happy to answer them for you.

Hardware Maintenance Inquiry

Traditional hardware maintenance uses a selection of Service Levels allowing you the most complete and efficient support for all of your IT hardware. Service levels are comprised of 2 main parts – the availability of technical support either onsite or via the phone and the availability of parts. The Service Level Agreement (SLA) is nothing more than the explanation of exactly what we will do for you and when we will do it. Here are the 2 most basic SLAs, they comprise approximately 95+% of all agreements.

7x24x4 – this SLA reads as 7 days per week, 24 hours per day with 4 hour onsite response time. With this level of service, you will have access to our US based and manned technical phone support team 24 hours per day, 7 days per week 365 days per year with unlimited call quantity. In the event a repair is needed – you will also have a spare parts kit stored onsite and we will have a technician on your location within 4 hours of the triage (diagnosis) of the issue. This affords you maximum protection and is often used for hardware in a production environment.

9x5xNBD – this SLA reads as 9 hours per day, 5 days per week with Next Business Day delivery of any parts needed for repairs. This SLA typically is Monday-Friday 9am-6pm your local time. You will have the same US based and manned technical phone support team and the same onsite technicians both with unlimited call quantity only you are given a price discount because they are available to you for a more limited amount of time. Typically you will save 20-30% selecting this service level and it is used for hardware in either storage, back-up, disaster recovery and/or other non-production environments.

These are the 2 most common service levels. Please remember we offer customizable SLAs to meet your needs and you can have numerous pieces of hardware on different SLAs all in one contract to simplify tracking your inventory coverage. Again, please ask us any questions and our team will gladly explain anything you would like to know more about. Thank you for visiting The Rocket Platform, we look forward to working with you.

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