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We have a standard range of Aftercare and Support programmes available to our clients, or we can devise a package to suit your business needs and budget. We can cater for the absolute “mission critical” requirement with 4 hour response time, to week day 9 to 5 programmes for less urgent situations.
Extended warranty option
Your KVM hardware comes with a return to base 2 year warranty, extendable at time of purchase by a further 2 years to 4 years in total. Also in the event of any fault, a replacement will be shipped prior to the return of the faulty product for repair, thus not leaving you without a switch at any time.
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Spares management
We do not repair KVM switches on site as they need to be returned for checking. For any mission critical applications, we recommend you purchase a “gold stock” of replacement spare units, either directly or through ourselves, which can be hot swapped out at a moment’s notice giving you 24/7 support. Any faulty unit can then returned for repair for later return to the “gold stock” for any future hot swap needs.
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Firmware management
Many of our clients purchase a number of switches on day one, but continue to add to the data centre as they expand the number of servers. Products are continually being upgraded by the manufacturer, and firmware upgrades can place as often as three times a year, thus your original switches can very quickly become out of sync with your newer purchases.
We therefore suggest you take out a service or aftercare programme with Comrac Ltd, where we will come on site, usually twice a year, to ensure all the firmware levels are consistent and all switches are upgraded to the latest firmware which can be done in situ without bringing the servers down.
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Service level agreements
Each client has a different requirement in terms of aftercare or whether the KVM deployment is in a mission critical scenario. We can provide agreements where we can hold stock for you for hot swap out or provide a 4 or 8 hours response time depending on what is important to your business. This can be 9 to 5 Monday to Friday, or 24/7 365. Just let us know what you require and we can implement the relevant programme.
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Future-proofing / lifecycle management
You may find that products are upgraded and new ones added during the course of your use of a KVM switch or associated products. We can build in future-proofing and life cycle management to ensure that you receive the latest technology as soon as it is released, although in most cases firmware upgrades are always backward compatible. KVM is our business and not yours, and therefore let us look after your equipment for the time you have it on site.
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