Hyperscalers i-Care Support

Support When You Need It

E: support@hyperscalers.com  | P: +61 1300 113 112

You may be managing virtualized, mobile, and cloud technologies that increase complexity and make 24x7 support a necessity. Your IT staff must become specialists in too many areas, taking their focus away from strategic initiatives. Hyperscalers Services can help you minimize the time needed to troubleshoot, monitor, and remediate issues, while innovating for the future.

Simplify Your Support Experience 

Stay up and running with Hyperscalers Support - one place to resolve problems for hardware, firmware, and software; get replacement parts and materials; access updates; and take advantage of collaborative support for independent software vendors.

Reduce Complexity

Simplify support with 24x7 system monitoring, fast diagnostics, automatic case creation, and parts dispatch.

Address Issues Quickly

Choose the highest-level call-to-repair commitment - restoring hardware operation within six hours.

Support Options

Choose the support that’s right for you. Pick the level of IT infrastructure support coverage that meets your service-level agreement and budgetary requirements. Hyperscalers I Care offers three (3) levels of support services designed to meet every need.

  • Warranty and Return Material Authorization - default
  • Next Business Day Onsite Support - upgrade option
  • Hour Onsite Support - upgrade option

Warranty & Return Material Authorization RMA 

RMA is the default warranty (3 years) Service Level designed for service providers looking to take control of their uptime availability whilst minimizing operational overheads.

Hyperscalers provides a default warranty of 38 months 3Y+ post invoice. In the event something goes wrong, customers return the faulty part to Hyperscalers at their cost. Hyperscalers then tests the received part before shipping back a replacement part at own cost.

Note - this type of warranty is best suited to service providers that have assembly and testing capabilities or service providers looking to develop them. Hyperscalers provides full training and education including step-by step processes to installing / re-installing a network card or storage card for example.   

Warranty & Return Material Authorization RMA is expandable up to five (5) years.

Next Business Day Onsite Support

Upgrade to a guaranteed next business day onsite support service level agreement SLA. SLA includes: 

  • Guaranteed Next Business Day onsite response time frame. 8 hours per day |5 days a week 
  • Parts included - kept within 50km radius of supported datacenters
  • Travel time included
  • 8 x 5 Technical phone support (business hours)
  • Proactive monitoring (optional) 

4-Hour Onsite Support 

Upgrade to a guaranteed 4-hour onsite support service level agreement SLA. SLA includes: 

  • Guaranteed 4 hour onsite response time frame. 24 hours per day|7 days a week|365 days per year
  • Parts included - kept within 50km radius of supported datacenters
  • Travel time included
  • 7 x 24 Technical phone support (anytime)
  • Proactive monitoring (optional) 

Design and Engineering

Cloud-datacenter design starts with a thorough survey of the existing systems & facility. We then work with the IT & facility staff to identify & quantify project needs and develop an understanding of the trends and strategies required to adapt to future changes. Finally, we develop a conceptual Cloud- datacenter design from which construction budgets can be developed.
Our design and engineering capabilities span from the structural infrastructure, facilities infrastructure, up the stack to: network, storage, compute including hypervisors and orchestrators. We help customers mitigate cloud deployment risks, ensuring the actual outcome fully complies to the set specification. As a customer, you achieve a known outcome.

Build | Construct 

When building Cloud-datacenters, it is important to choose a builder who excels in strategic planning, construction and the operation of holistic datacenter solutions. The Hyperscalers services team offers the complete suite of services to deliver state-of-the-art Cloud-datacenters compromised of hyperscale, network, storage, compute sub systems, in addition to power, cooling and security infrastructure. We understand the intricate nature of both renovating and building new Cloud environments. Our team has a proven track record of delivering complex datacenter retrofits without service interruption, and we take special precautions to ensure new facilities are Day One optimized, without compromising the ability to grow and meet future capacity needs of your organization. Having managed the construction of Cloud-datacenters for some of the most elite technologies clients across the world, we have the expertise necessary to deliver your high quality, zero-defect Cloud facility in the most time and most cost efficient manner possible.

Hyperscalers iCare Support

E: Support@hyperscalers.com
P: +61 1300 113 112