Training and re-education of technical support staff is not cheap. Outsourcing support has grown beyond industry forecasts and is set to become one of the fastest expanding services in the future. 

COMPUTERLINKS can now offer you a comprehensive range of support services, provided by professional engineers trained to the highest standards through vendor accreditation schemes or Authorized Training Centers.

In addition to our standard warranty support, COMPUTERLINKS can offer our partners a range of extended support options with published service level agreements. Whether we act as first or second line support, on a 9x5 or 24x7 basis, you and your customer will receive thorough and effective post sales assistance.

Service Descriptions

Computerlinks 8x5

Designed to alleviate some of the burden on our partners` support departments, this option offers standard support between the hours of 9am and 5pm, Sunday to Thursday (excluding UAE public holidays).

• Available as End User Direct support – Computerlinks take first line from the customer
• Available as Reseller Direct support – Partner undertakes first line diagnostics and passes to Computerlinks for second line escalation, for higher discounts
• Delivered against published SLA
• Guaranteed Vendor escalation
• Available on all products within the Computerlinks product portfolio (except where Vendor provides FOC end user support)

 Computerlinks 24x7

Premium level service, offering the same expert technical support 24 hours a day, 7 days a week, 365 days a year.

• Available in both End User and Reseller Direct options
• Offers ability to provide Global support

CONSULTANCY SERVICES:

Continuous investment is needed to maintain fully trained in-house resources to install the changing product requirements, and keep abreast of the most recent technology. Computerlinks consultants are available to assist our partners in the short term, supporting you whilst you train up your own resource, or assisting you when internal resource is low or resource is needed on a non-core product.

Working with partners to review and test current policies or plan and deploy new solutions, Computerlinks` engineers have been trained and certified by the world`s leaders in open standard technologies to provide the most comprehensive portfolio of consultancy and installation services available to the UK channel.

Service Descriptions

Installation

Computerlinks engineers will install, configure and deploy any e-security or e-business software, on any platform, on customers` networks, as per customer requirement.

Remote Installation Support

A consultant will be available via telephone and e-mail with the goal of assisting a Partner or End User on-site engineer with the successful implementation of one or more products.

Skills Transfer

Our consultant will visit the customer site with the primary goal of training the customer, post installation, to enable the Administrator to use/administer the software accurately and to its full potential.

Why sell Support?

• Alleviate some of the burden from your own help desk on a 9x5 basis by outsourcing some contracts to COMPUTERLINKS
• Additional revenue opportunities on all new product sales, with additional margin to be achieved from renewals
• Offering a total solution to your customers ensuring quality of service and customer retention.

Why do your customers need Support?

• Assistance for mission critical enterprise wide solutions on a 24x7 basis
• Advise and help on performing product updates and upgrades
• Unlimited calls to qualified engineers adhering to published SLAs and procedures
• Peace of mind that the investment made on your solutions will be maintained

Vendor	8x5	24x7	Consultancy
Aerohive	V	-	V
Air Defence	V	-	V
Blue Coat	V	V	V
Celestix	V	-	V
Crossbeam	V	V	-
GFI	V	-	V
IAG	V	-	V
Juniper Networks	V	V	V
Kaspersky	V	-	V
MessegeLabs	V	Vendor	V
Passlogix	-	-	V
PGP	V	-	V
RSA, the security division of EMC	V	V	V
Top Layer	-	-	-
Webroot	-	-	-
Websense	V	V	V

“V” = Supported

“-“ = Not Supported

“Vendor” = Supported by Vendor