IntelliCare
Service Overview
ITEC's Intelli CARE maintenance offers are designed to give our customers the ability to select the level of service needed in a multi-vendor, multi-national environment. The service offers are relative to indirect customer models.
The Intelli CARE offering can be used to enhance a manufacturer's product portfolio where ITEC's capabilities can be used to provide complementary channel services to distribution or reseller partners. The channel partner who wants to concentrate on core competence rather than to build an internal support structure, can utilise any part or all of ITEC's technical capabilities.
Summary of Services
The Service Components
Intelli CARE is comprised of service components which can be selected by customer for his services delivery. These components are:-
- On Site Engineer (Labour and Parts)
- On Site Engineer (Labour Only)
- On Site Parts Only
- Remote Technical Support
- Dedicated On-site Engineer
Service Packages & Associated Service Levels
| TSC Coverage | TSC Response | Field Engineer Response | On Site Part Response | Product Certification | |
| IntelliCARE Premium | 7 x 24 | <15mins | 4 hr | 4 hr | Y |
| IntelliCARE Standard | 8 x 5 | <15mins | 4 hr | 4 hr | N |
| IntelliCARE Basic | 8 x 5 | <30mins | NBD | NBD | N |
| IntelliCARE Response + | 7 x 24 8 x 5 |
<30mins <30mins |
NA | NA | NA |
| IntelliCARE Designate + | NA | NA | Scheduled | NBD | NA |
| IntelliCARE Response | 8 x 5 | NBD | NA | NA | NA |
| IntelliCARE Designate | NA | NA | Scheduled | NA | NA |
The Intelli CARE Service will cover:
- Contracted devices on a maintain customer support schedule
- Web Based trouble ticket tracking and escalation
- Remote trouble isolation of contracted device
- Hardware repair and replacement per contracted response time
- Field Engineers to customer locations per contracted response time
