Third Party Maintenance
Our sister company, LifecycleStor (LCS), is part of Reciprocal Ltd and provides cost-effective hardware maintenance and support services for legacy and essential IT platforms. LifecycleStor helps our customers get the most out of their investments.
LifecycleStor prides itself on customer satisfaction with the aim of always performing better than the Service Levels in our agreement. Our support services are all provided by our in-house accredited engineers and, as a member of the Reciprocal Group, we also have the ability to provide a wide range of bespoke Professional Services.
We strongly believe the quality of our support will be superior to your experiences with the original Vendor, and at a cost typically 50% or less than the manufacturer’s quote. We are able the ability to support equipment that has gone beyond the Vendor’s end of service life date, enabling our customers to extend the life of existing infrastructure, significantly driving down the cost of ownership while also delaying a costly technology refresh.
At LCS we like to keep things simple.
From experience we know there are two types of SLA required to fulfil customers’ needs. Our flexibility around the duration of our contracts means we can support both short- and longer-term term projects with cover from as little as four weeks with view of monthly rolling contract where required.
Premium Support
Within a Premium SLA you can contact a LifecycleStor engineer 24 hours a day, 7 days a week, 365 days of the year. On notification of a fault a LifecycleStor certified engineer will respond by telephone within four hours of the support ticket being raised, but typically within 60 minutes.
Next Business Day Support
With a Next Business Day SLA, you can contact a LifecycleStor engineer during standard business hours: Monday-Friday between 09:00 and 17:30, excluding Bank Holidays. On notification of a fault a LifecycleStor certified engineer will respond by telephone within four hours, but typically within 60 minutes.
Online Customer Portal
Our online customer portal is available 24×7 at http://support.lifecyclestor.com and provides the ability to raise new incident requests, view existing support cases and your supported assets, as well as to gain access to our Knowledge Base articles.
Proactive Monitoring Tool
Lifecyclestore’s Proactive Monitoring service is our remote alerting tool used to assist our engineering team monitor all devices covered. This provides our customers with an extra pair of eyes 24×7 with a more effective route to log and resolve calls. Once the alert is received, an automatic ticket will be created and actioned if it’s deemed to require technical intervention. Our LCS remote monitoring tool also monitors alerts coming in from each registered device and will also create a ticket if not received within a defined period of time. This service provides our customers with the added level of support needed to maintain their online systems.
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