Support and Maintenance

Nexstor provides full support and maintenance on a wide range of hardware and software from the worlds 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.

As part of our hardware and software support and maintenance packages we offer:

Speed of service

A fast, effective response. We can be with you within 2 hours

Support when you need it

A UK Call Centre, which is available 24/7 x 365
Our customer support number: 01623 343001

Proactive management

Flexible and proactive account management with regular service reports and reviews

Why Nexstor Support and Maintenance?

Nexstor Service & Support for Storage Systems — Maximise Your Uptime, Minimise Your Issues

One phone call brings prompt, expert service for hundreds of storage products from many manufacturers, so you no longer have to keep track of multiple vendors. You’re served by one of the largest, best-trained service organisations in the world, boasting over a 95 percent customer satisfaction rating!

It’s peace of mind for greater performance:

  • Highly trained service professionals who receive continuous training for certification and ongoing recertification
  • Parts available at national and local depots
  • Exceptional on-site and help desk service
  • The ideal way to maximise productivity and extend the life of your valuable equipment

Key Features Include

  • Up to 24 x 7 x 365 with 2hr Fix available
  • 1,200 field service engineers available
  • Your contract is tailored to exact requirements

What can you expect when you work with NexStor Service & Support? All this, and more:

  • Extensive on-site break-fix capabilities
  • The synchronisation of parts and labour
  • Automated escalation procedures
  • Repair depot for less mission-critical problems
  • Advanced Parts Replacement
  • Preventive maintenance and upgrades
  • Global logistics infrastructure
  • Web-based customer access for call logging, parts and labour tracking

Nexstor Service Desk

The Nexstor Service Desk has been established as a single point of technical contact for all Nexstor customers who have a support or third party maintenance contract with us.

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.

Standard

  • Email Support
  • Customer Portal
  • Knowledge Base
  • Incident Management
  • External Vendor Management

Service Desk

  • Email Support
  • Customer Portal
  • Knowledge Base
  • Incident Management
  • External Vendor Management
  • In Hours Telephone Support
  • Infrastructure Monitoring

Service Desk Plus

  • Email Support
  • Customer Portal
  • Knowledge Base
  • Incident Management
  • External Vendor Management
  • In Hours Telephone Support
  • Infrastructure Monitoring
  • SLA
  • Problem Management
  • Major Incident Management
  • Quarterly Reporting

Fully Managed

  • Email Support
  • Customer Portal
  • Knowledge Base
  • Incident Management
  • External Vendor Management
  • In Hours Telephone Support
  • Infrastructure Monitoring
  • SLA
  • Problem Management
  • Major Incident Management
  • Quarterly Reporting
  • Out of Hours Telephone Support
  • On-Site Support
  • Patch Management
  • Change Management
  • Monthly Reporting
SUPPORT
Email Support
Customer Portal
Knowledge Base
Incident Management
External Vendor Management
In Hours Telephone Support
Infrastructure Monitoring
SLA
Problem Management
Major Incident Management
Quarterly Reporting
Out of Hours Telephone Support
On-site Support
Patch Management
Change Management
Monthly Reporting

Our service desk team is experienced and technically certified, this enables us to resolve issues quickly, efficiently and transparently

Service Details

  • In hours telephone support between 08:00 & 17:30 (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 & 17:30 (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.

The Nexstor Service Desk will prioritise incidents based on a combination of the impact of the incident, and the urgency of the incident. At all times the Service Desk will be consistent in their application of severity levels, and will take into account local requirements stated at the time of reporting the incident. Nexstor Service Desk applies to the following classifications to incidents:

  • Critical (Severity 1) - Critical business outage. Production service is down with critical impact on business process.
  • High (Severity 2) - Fault or outage causing degradation of performance such that normal business processes are hampered.
  • Medium (Severity 3) - Minimal impact on business processes, small number of users affected.
  • Low (Severity 4) - Low impact on business processes and Service requests.
Service Level Category
Severity 1 Within 30 minuted (business hours) within 1 hour (out of hours).
Severity 2 Within 4 business hours
Severity 3 Within 8 business house
Severity 4 Within 12 business hours

On-Site Support Portfolio

1010_Nexstor_On-site_Support_Portfolio_10-7-19_V3

Tape

Storage

Server

Networking

Virtualisation

Backup Software

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