Westcon Services - EU SUPPORT
We offer first line support on our complete portfolio
We also provide a dedicated support offer for these vendors:
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Telephone support: 9x5 or 24x7
1st line support: delivered in country with people who speak the same language as the customer. This creates a strong bound with the customer to allow a close and accurate follow-up on the reported incidents.
2nd line support: delivered by our European group of Security Experts who also bring along real life experience from the field, this allows us to guarantee a high level support towards our customers and solve most of the reported incidents by ourselves.
By combining local 1st support and European 2de line experts, we are able to solve more than 80 % of all reported incidents without any vendor escalation (excluding bugs).
This results in a shorter lifecycle and quicker resolution.
- Onsite maintenance service: 9x5 or 24x7, 4 hr response
An online support portal
- Register | Manage |Track |Close | Report your Support Cases
- Request an RMA
- Request a DOA
Our online support portal monitors the customers Service Level Agreement conformance on:
• P1 Major Issue: response time 1 working hours
• P2 Moderate Issue: 2 working hours
• P3 Minor Issue: 6 working hours
• P4 Feature Request: 8 working hours
Access Support Portal now!
Extended Services Portfolio
Aside the traditional phone & email support, we deliver also advanced onsite services. Such advanced services include for example Break-Fix.
Due to our hybrid European support model we can dispatch locally and rely on the expertise of the European team .
Westcon has different agreements with local and worldwide subcontractors to send someone onsite for Break-Fix services (replace broken box by new and restore configuration), or Next Business Day or 4 Hours replacement services. In such case, our subcontractor will work with the European Westcon 2nd line expert group to assist remotely for advanced troubleshooting onsite (if needed)
Why sell Westcon Security support?
• Selling support also means additional margin, not only on new contracts but
also on regular renewals
• Training and maintaining support staff does not come cheap
Being able to forget about the support suddenly makes selling so much easier.
• Westcon Security offers a flexible service and will take calls either directly from end-users or as second line support from your qualified staff
• Systems need maintenance and upgrades: Let us help you with advice and
performing updates
• Partnering with Westcon Security enables you to sell products where you have no technical expertise.
DOWNLOAD INFORMATION ON SERVICES AND SUPPORT MATRIX BELOW
