Managed Services
Nexstor provides full support and maintenance on a wide range of hardware and software from the world’s leading vendors. Offering UK wide support, we can provide parts within a 2-hour window to any site in the UK. Dealing with businesses of all sizes, our technology capabilities stretch from high-powered low-energy, virtualised systems and complex storage solutions, to legacy VMs, Tru 64Unix and HP-UX.
A single point of technical contact for all Nexstor customers
The service desk can be contacted via a direct telephone number, Online Customer Portal or dedicated email address.
Nexstor’s standard offering is available to all customers who purchase a support or 3rd party maintenance contract with us, this includes email support during our core business hours, incident management and access to our online customer portal to log incidents, view the Knowledge Base and follow incidents.
We also offer additional packages for those customers who require extra service.
Bronze
For small / start up business
- Email Support
- In Hours Telephone Support
- External Vendor Management
- Incident Management
Silver
For medium sized business
- Email Support
- In Hours Telephone Support
- External Vendor Management
- Incident Management
- 24 x 7 Customer Portal
- Knowledge Base
- Infrastructure Monitoring
- SLA
Most popular!
Gold
For medium sized business
- Email Support
- In Hours Telephone Support
- External Vendor Management
- Incident Management
- 24 x 7 Customer Portal
- Knowledge Base
- Infrastructure Monitoring
- SLA
- Quarterly Reporting (on agreement)
- Preventative Maintenance
- Patch Management
Platinum
For medium sized business
- Email Support
- In Hours Telephone Support
- External Vendor Management
- Incident Management
- 24 x 7 Customer Portal
- Knowledge Base
- Infrastructure Monitoring
- SLA
- Quarterly Reporting (on agreement)
- Preventative Maintenance
- Patch Management
- Out of Hours Telephone Support
- In Hours On-site Support
- Monthly or Weekly Reporting
Service details
- In hours telephone support between 08:00 & 18:00 (Monday to Friday)
- Calls received out of office hours from fully managed customers will be forwarded to Nexstor’s out-of-hours on call technical engineer. Severity 1 issues will be handled in line with the Service Level Agreement, Severity 2-4 will be handled the following working day.
- Email support monitored between 08:00 & 18:00 (Monday to Friday)
- Emails received outside of office hours will be collected, however no action can be guaranteed until the next working day.
- Incidents raised on the online customer portal outside of office hours will be logged, however no action can be guaranteed until the next working day.
Critical (Severity 1)
Critical business outage. Production service is down with critical impact on business process.
Standard
Within 30 minuted (business hours) within 1 hour (out of hours).
High (Severity 2)
Fault or outage causing degradation of performance such that normal business processes are hampered.
Standard
Within 4 business hours
Medium (Severity 3)
Minimal impact on business processes, small number of users affected.
Standard
Within 8 business hours
Low (Severity 4)
Low impact on business processes and Service requests.
Standard
Within 12 business hours
