Technical Support Services - Intercomp Malta

Technical Support Services

Intercomp’s wide range of technical support services offerings are tailored to meet your needs.

We integrate hardware, software, business consulting and supporting IT services into complete solutions to meet your goals.


On Demand Support

Intercomp Support Packages (IPAK’s), range from basic warranty and post warranty support services up to high end, mission critical support packages with guaranteed Call to Repair service levels.

If you would like to learn more on the range of Intercomp Technical Services and Solutions please contact us on tel. +356 22916200 or 22916203 or via email at enterprise@intercomp.com.mt


Configuration & Installation Services

The set up and configuration of solutions before and after delivery can be time consuming and complicated. It is also imperative that hardware and software solutions are configured to ensure maximum optimisation of your investment. Intercomp can  provide a number of services before the delivery, these include:

  • Hardware Configuration
  • Software Configuration
  • Imaging
  • Server / Rack Configuration
  • Soak Testing
  • Asset Management

Once on site we can take care of a single desktop installation right through to an enterprise wide estate refresh.

If you want to learn more about this value added service contact us  today on tel. +356 22916200 or 22916203 or via email at enterprise@intercomp.com.mt


Pre-Paid

Intercomp PowerCare  Hardware Support Programs

This new range of support services is specifically targeted at small Businesses in mind and are summarized below:

PowerCare – Hardware Support Packages 

Three PowerCare options are available:-

  • PowerCare Pro
  • PowerCare Pro24
  • PowerCare Pro24+

PowerCare Pro

Description –  3 Years Upfront hardware support
Cover –  Mon – Fri 0800 -1700 Hrs Excluding Public Holidays
Response –  Same Business day 4 Hours On- Site
What is Included – All Parts and Labour (Parts on best effort basis)

Premium:

  • Poweredge R710/T710 – One time Payment of 663 Euros + VAT  ( works out @ only 18 Euros / month!!)
  • Poweredge T100 – One time payment of 330 Euros + VAT (works out @ only 9 Euros / month!!)

PowerCare Pro24

Description –  3 Years Upfront hardware support
Cover          –  24 x 7 coverage
Response    –  Same Business day 4 Hours On- Site
What is Included – All Parts and Labour (Parts on best effort basis)

Premium :

  • Poweredge R710/T710  – One time Payment of 995 Euros + VAT (works out @ only 27 Euros / month!!)
  • Poweredge T100 – One time payment of 495 Euros + VAT (works out @ only 13 Euros / month!!)

PowerCare Pro24+

Description –  3 Years Upfront hardware support
Cover          –  24 x 7 coverage
Response    –  Same Business day 4 Hours On- Site  With 6 Hr call to Hardware  repair guarantee
What is Included –  All Parts and Labour (Guaranteed availability of Parts)

Premium:

  • Poweredge R710/R700 – One time Payment of 1600 Euros + VAT (works out @ only 44 Euros / month !!)
  • Poweredge T100 – One time payment of 825 Euros + VAT (works out @ only 23 Euros / month!!)

Should you be interested in engaging with us on any of these services we shall be pleased to make arrangements for a sales representative to give you a call so that we can discuss how these new services can be of help to you.


20Hr iPAK – Office Automation Support Service

The iPAK On Demand IT Service pack for a total of 20 pre-paid hours,

A fixed fee guarantees that you will have on-demand access to on site technical assistance including desktop/laptop support services and other generic office automation administration related tasks and will include;

  • On-Site Support
  • All labour for a total of 20 Hours ( Min call out rate of 1 Hr will be deducted for every call )
  • Service Coverage : Monday to Friday from 0800 – 1700 Excluding Public Holidays
  • Any faulty replacement Hardware not covered by warranty will be charged extra following
  • acceptance  of the relative quotation by the customer
  • Unlimited time window on use of the 20 hours (customer can use hours on demand until the 20 Hrs are exhausted)
  • Customers can renew by simply placing another order for additional 20 Hr support packs

Contractual SLA’s / iPAK’s

In order to cater for our diverse customer base support needs, a number of support options called iPAK’s are available.  Each of these packages is tailored to meet the customers busisness needs.  For this reason, Intercomp takes great pride in providing customers with the best warranty technical service and product support.

Intercomp also offers extended warranty Service Paks that protect your investment past the basic warranty period with extended technical support. iPaks include an enhanced hardware repair/replacement policy designed to minimize the downtime that may occur due to hardware failures.

The various levels of support available include:

Warranty Support – iPAK’s level  0

This is the basic 1 year hardware warranty coverage normally offered as standard with any hardware purchase.

Response Level: Next Business Day (Mon-Fri 0800-1700 Excluding Public Holidays)

What is Covered: All parts and labour as covered by warranty parts will be supplied on current stock availability and will be ordered from manufacturer on a non priority basis.

Duration: 12 months

Warranty Upgrade – iPAK’s level 1

This is the first level of upgrade available with a same day 4Hr response level of service.

This is ideal for customers whose operations do not require full 24 x 7 coverage, or the need for support on mission critical I.T. applications but need support during normal office hours only.

Response Level:  4Hrs Same Business Day (Mon-Fri 0800-1700 Excluding Public Holidays)

What is Covered:  All parts and labour

Duration:  minimum 12 months

Warranty Upgrade – iPAK’s  level 2

This is the second level of upgrade available with a same day 4Hr response level of service on a 24 x 7 basis.

This is ideal for customers whose operations require full 24 x 7 coverage, and who have the need for support on mission critical I.T. applications during all days of the week.

Response Level:  4Hrs Same Business Day (Mon-Sun 24Hrs/day Including Public Holidays)

What is Covered:  All parts and labour

Duration:  minimum 12 months

Warranty Upgrade –  iPAK’s level 3

This is the highest level of upgrade available with a guaranteed same day 6Hr Call to Repair response level of service on a 24 x 7 basis.

This is ideal for customers whose operations require full 24 x 7 coverage, and who have the need for support on  mission critical I.T. applications during all days of the week with a guaranteed repair time of 6Hrs.

Response Level:  Same Day Respons 6Hr CTR (Mon-Sun 24Hrs/day Including P.H. )

What is Covered:  All parts and labour (parts are guaranteed to be always available)

Duration:  minimum 12 months

Should you be interested in engaging with us on any of these services we shall be pleased to make arrangements for a sales representative to give you a call so that we can discuss how these new services can be of help to you.  Contact us today on tel. +356 22916200 or 22916203 or via email at enterprise@intercomp.com.mt