Service Level Agreements

A SLA (Service Level Agreement) is the contract that spells out exactly how and when your equipment will be protected. Top Ten offers 3 standard SLAs explained below and also a 4th fully customizable agreement based on any specific needs your company may have.

7X24X4 Four Hour Response:

Full Unlimited Technical Phone Support 24 hours per day, 7 days a week for 52 weeks per year, including holidays. Spare component parts will be stored on site to ensure a 4 hour response service. A remote technician is available 24 hours a day, 7 days a week, for 52 weeks per year. All On-site Labor Included. Equipment is guaranteed up to and including full unit replacement.

9X5 Next Business Day Response:

Full Unlimited Technical Phone Support- 9 hours per day (8AM-5PM) EST, 5 days per week (MON-FRI) for 52 weeks per year. Spare part component is Next Business Day as long as the call is placed to Top Ten USA prior to 5:00pm EST. A remote technician is available 9 hours per day, 5 days per week, for 52 weeks per year. All On-site Labor Included. Equipment is guaranteed up to and including full unit replacement.

Collaborative Parts & Technical Phone Support Only:

Full Unlimited Technical Phone Support- 9 hours per day (8AM-5PM) EST, 5 days per week (MON-FRI) for 52 weeks per year. Spare part component is Next Business Day as long as the call is placed to Top Ten USA prior to 5:00pm EST.

24 x 7 x 4

24 x 7 x 4

The problem is diagnosed and parts are dispatched within 4 hours. Normally with 4 hour SLA agreements some “hot spares” are kept on site with the customer or kept at a local forward stocking location.

9 x 5 x NBD

9 x 5 x NBD

Our technician diagnoses the problem, typically over the phone and parts are dispatched for next business day repair.

Collaborative

Collaborative

Problem is diagnosed over the phone, parts dispatched for the following business day and a Top Ten USA Technician will guide you through the installation process over the phone.

  • 24 x 7 x 4

    The problem is diagnosed and parts are dispatched within 4 hours. Normally with 4 hour SLA agreements some “hot spares” are kept on site with the customer or kept at a local forward stocking location.

  • 9 x 5 x NBD

    Our technician diagnoses the problem, typically over the phone and parts are dispatched for next business day repair.

  • Collaborative

    Problem is diagnosed over the phone, parts dispatched for the following business day and a Top Ten USA Technician will guide you through the installation process over the phone.

Supported Manufacturers

Top Ten USA provides post OEM warranty hardware maintenance on all of your server, disk storage, and tape storage needs. These manufacturers include IBM, HP, Dell, Sun/STK, Cisco, Quantum, Qualstar, Overland and more. If you don’t see your product below, contact us.

Request a Quote

Our quote team is ready and waiting to prepare your no obligation free quote. Simply call us, email us, or fill in the contact detail below and we will get to work showing you the tremendous value of working with Top Ten USA!

Contact Info

Contact us today for
your free no obligation quote!

844-867-8361

sales@toptenrepair.com

199 Route 206 South
Flanders, NJ 07836