Support
Our Support
Maintenance
Maintenance for IT equipment is the key factor for not only maximizing Information Technology investment dollar spent, but more importantly, the single most critical factor of consideration for ensuring business continuity.
In response to this need, Springlab hardware service has designed three programs, Standard, Enhanced and Premium, to cater to varying needs of the industry. Our programs offer maximum flexibility to your complex environment and business needs, and at the same time pushes incredible savings to your bottom line.
Standard Program
With maintenance support coverage during Office Hours (9am – 6pm) and a guaranteed on-site response within 4 hours, this is an essential survival kit for organizations on their development, testing or non-mission critical systems.
Enhanced Program
This program is designed for customers requiring high availability for key business systems. It provides a 24-by-7 round the clock assurance of maintenance service with on-site response within 4 hours for business critical systems.
Premium Program
Ideal for organisations that demand maximum availability, the Premium Program provides a round the clock coverage as well as 2 hours quick response time for immediate remedial action. In addition, Premium program also incorporate exclusive features like SoS (Storage/Server-On-Standby) for immediate recovery during prolong system failure.
Depending on the programs subscribed, customers can expect the following provisions:
- On-site maintenance coverage
- Guaranteed on-site response timing
- Problem diagnostic and problem resolution of hardware
- Technical Account Coverage
- Technical Support Review
- Proactive maintenance
- Storage/Server-On-Standby (SoS)
- Patch management and review
You can enjoy excellent IT support for your systems today by making the right choice now with Springlab.
| Services/Location | Basic | Advanced | Premium |
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| Direct Access to Support Team |
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| Fly-to-Site Engineer |
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| Case History Report |
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| Remote Accessibility |
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| Software Patch updates |
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| Email notification |
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| Self Help Portal |
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| Onsite Coverage | 8×5 | 24×7 | 24X7 |
| Onsite Response | 4 Hour | 4 Hour | 2 Hour |
| Phone Coverage | 8×5 | 24×7 | 24X7 |
| Planned Preventive Maintenance | None | None | Half Yearly |
| Performance Tuning | Optional | Optional | Optional |
| Technology Review | Optional | Optional | Optional |
Technical Call Center
Our call center operates 24 hours a day, seven days a week to handle your customers’ complicated technical questions by phone, Web, and email. When we identify a hardware failure, we dispatch our field engineers promptly.
For software problems, we analyze the cause and then either solve them or (if necessary) jointly escalate the problem to the manufacturer.
Because Springlab specializes in the Asia-South region, our engineers are fluent in English, Mandarin, Cantonese and Bahasa Malaysia. That enables to cover the exploding IT growth in South East Asia. You can depend on Springlab as your one-stop high level service provider.
Service Offerings
- Remote diagnosis and monitoring
- Hardware and software troubleshooting
- Self service knowledge-management database
- Escalation
- Remote bug fixes
Supported Technologies (partial list)
- Storage System
- UNIX systems
- Linux systems
- Windows systems
- Web-based systems
- Networks
- SAN systems
- Server/client systems
- Wireless
Featured Products
Adaptable Modular Storage 2000 family Looking for a modular storage solution with the intelligence to manage many of the complex tasks