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Scope of work

Preventive Maintenance

Technical support visit to prevent and identify the problem in the earlier state, such as perform system log check, performance check and general maintenance

  • Visual check on any error led indicator
  • Regular IT environment checking
  • Maintain spare part and backup availability
  • IT resources utilization check
  • Giving Suggestion for performance improvements

Corrective Maintenance

For reported problems that cannot be resolved over the phone, Equine will send service engineer onsite to perform best effort problem fixing. This hardware support includes all materials and labor required to restore the Device to full operating status.

  • Offsite and/or Onsite problem solving
  • Root cause based analysis
  • Provide escalation scheme to higher level of support if problem persist
  • Provide detail report and analysis e improvements

Hot part & Cold Backup

Spare part for replacement unit must in accordance with the services of the Principal / NPP

  • Part for Certain unit will be provided
  • Backup Unit for certain part will be provided & located on customer office
  • Backup Unit for certain part will be provided & located on customer office
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  • 24 x 7
  • Monday to Sunday
  • Include Public Holiday

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  • 1 hours Since Incident report Submitted
  • 4 hours Since Incident report Submitted

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  • 4 hours resolution to onsite Since Incident report Submitted
  • 6 hours resolution to onsite Since Incident report Submitted
  • NBD (Next Business Day)

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How we support you to solve your problem?

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