Seal Telecom assists its customers at all stages: from the development of the business model and the user experience concept to the training, support services and open code consulting.
This way, Seal Telecom ensures that its customers can not only launch solutions that are implemented quickly, but also that these solutions continue to be successful over a long period.
Our other analysts, consultants and engineers have a wide experience in the installation of projects at any level of complexity, which allows us to monitor and execute them, providing guidance on use, functionality, best practices and suggestions for future installations.
Support and maintenance
Warranty
Repair or exchange solutions when needed, in a timely manner *.
* The costs of labor, freight and equipment change will depend on the chosen service modality.
Assistance
Access to Seal Telecom engineers and analysts who are experienced in helping your business get the most out of each solution.
Upgrades
Software upgrades at no additional cost, with guidance on upgrades and procedures to activate them.
| SLA | Silver (business hours) |
Gold (business hours) |
Platinum (hours – 24×7) |
Without contract (separately) |
|
|---|---|---|---|---|---|
| SLA | Severity 1 | 2 | 2 | 1 | Best effort |
| Severity 2 | 4 | 2 | 2 | Best effort | |
| Severity 3 | 8 | 4 | 2 | Best effort | |
| SLA Remote resolution * *as long as the equipment allows remote intervention / solution |
Severity 1 | 36 | 12 | 4 | Best effort |
| Severity 2 | 72 | 48 | 16 | Best effort | |
| Severity 3 | 96 | 72 | 24 | Best effort | |
| Maintenance coverage | Pieces of | Yes | Yes | Yes | No |
| Workforce | Yes | Yes | Yes | No | |
| Shipping | Yes | Yes | Yes | No | |
| Maintenance on site | No | Sí | Sí | No | |
| SLA maintenance | No | Yes | Yes | No | |
| SLA team reservation | SP and RJ states | No | 48 | 16 | No |
| North Region | No | 96 | 96 | No | |
| Other states | No | 72 | 36 | No | |
| Software | Upgrades | Yes | Yes | Yes | No |
| Upgrades | No | No | Yes | No | |
| Service report | Yes | Yes | Yes | No | |
Severity 1 – Urgent. Equipment out of operation (prevents the progress of activities)
Severity 2 – It does not impede the progress of activities.
Severity 3 – Functional tests and general inquiries about the use of equipment
* Availability depends on the type of services contracted
Term: The service can be purchased for a maximum of 3 years.
Professional services
Remote Installation of
Support by phone or email during the installation and configuration of products, services and updates.
Site Installation
Monitoring and execution of installations, configurations and updates of products and services.
Training
Guidance on usage, features, and best practices. Divided between user training, administrators and support.
Assisted Operation
Monitoring of the use of solutions, orientation to users, diagnostics, sizing and suggestions for future expansion.
Do you want to know more about our solutions?
CONTACT OUR TEAM.
