SCI wants you to get the most out of your computer systems.  To meet the goals of maximum “up-time” and productivity at minimum cost; SCI offers a range of hardware and software support services.  These hardware and software support services are designed to meet your price and performance needs.  Where a standard service/support package does not meet your needs a custom package will be designed for you.

 There are five standard system maintenance programs to chose from - Guaranteed On-Site Service, Standard On-Site Service, Carry-In Service, Time & Material and Monthly Maintenance.  If one of these does not fit your needs, we will design a custom service/support package for you. The SCI Service and Support staff can help you decide if your needs are best served by quick response, lowest cost or a combination of the two.  Coverage includes the services of a SCI Technical Services Specialist, specifically trained on the products we service and familiar with your site, needs and systems.  Additionally, you get the support level, which is right for you, at a known cost.

SCI maintains a staff of trained Technical Services Specialists and maintains a service inventory along with the tools and diagnostic equipment necessary to assure proper and efficient service.  SCI’s Technical Services Specialists actively participate in technical training programs provided by many manufacturers.  Service and Support are available 24-hours/day, 365-days/year.

Guaranteed On-Site Service & Support:

If your computer system requires maximum “up-time” (for example, a network file server), SCI’s Guaranteed Service provides a ‘two working hour’ response time.  To show SCI’s commitment to you, should your system (which is covered by a Guaranteed On-Site Service agreement) be down more than 2% of the contract period, SCI will refund you a proportionate amount of the contract fee.  This service is especially valuable if a company does not stock spare equipment on-site if minimum downtime is critically important.  Standard support coverage is from 8:00AM to 5:00PM weekdays, excluding SCI holidays.  Extended 24-hour agreements are also available.

Standard On-Site Service & Support:

If a “one workday” response is sufficient, then SCI’s Standard Service agreement provides a ‘eight working hour or less’ response time.  As with the Guaranteed On-Site Service agreement parts, labor and travel are all included.  Standard support coverage is from 8:00AM to 5:00PM weekdays, excluding SCI holidays.  24-hour agreements are also available.

Carry-In Service & Support:

This is the lowest cost agreement.  Equipment is either carried-in or shipped to SCI where it will be repaired, tested and sent back in an average of 48 hours after receipt.  If you can be without a piece of equipment for a short period of time, the Carry-In Service agreement is the most economical.

 Time and Material:

In addition to SCI’s contractual services, we offer per-incident Time and Material Service.  This service may be either on-site or carry-in.  With Time and Material On-Site Service, one of SCI’s Field Engineers will be on-site within two working days from the time a service request is placed.  Parts, labor and travel are charged at SCI’s current rates.  All Time and Material Service is provided on a “best effort” basis with an average turnaround of 48 hours.

 Monthly Maintenance:

To provide you with the maximum uptime we offer a preventive maintenance plan where a Technical Services Specialist visits your site periodically (usually monthly – but, other frequencies may be arranged), installing patches and updates as necessary, resolving system issues, recommending future enhancements and configuration changes as necessary.