Maintenance Support / Services

Our sister company LifecycleStor is part of Reciprocal Group. Providing cost-effective hardware maintenance and support services for legacy, and essential IT platforms, LifecycleStor helps our customers to get the most out of their investments.

LifecycleStor prides itself on customer satisfaction, our aim is to always perform better than the Service Levels in our agreement. Our support services are all provided by our “in-house” accredited engineers and as member of the Reciprocal Group we also have the ability to provide a wide range of bespoke Professional Services.

We strongly believe that the quality of our support is superior to that you will have experienced from the original Vendor and at a cost typically 50% or less than the manufacturers quote. We have the ability to support equipment that has gone beyond the Vendors end of service life dates enabling our customers to extend the life of existing infrastructure, significantly driving down the cost of ownership and also delay a costly technology refresh.

At LCS we like to keep things simple.

From experience we know that there are two types of SLA’s required to fulfil customers’ needs. Our flexibility around the duration of our contracts means we can support both short term and longer term projects with cover from as little as 4 weeks with view of monthly rolling contract where required.

Premium Support

Within a Premium SLA you can contact a LifecycleStor engineer 24hrs 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 4hrs of the support ticket being raised, but typically within 60 minutes.

Next Business Day Support

Within a Next Business Day SLA, you can contact a LifecycleStor engineer during standard business hours: Monday-Friday between the hours 09:00 -17:30hrs excluding Bank Holidays. On notification of a fault a LifecycleStor certified engineer will respond by telephone within 4hrs, 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 and extra pair of eyes 24×7 with 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.

 

For further details check here.