Service Level Agreements Built Around Your Business
OSI Global offers flexible, customizable SLAs designed around your infrastructure, operational priorities, and response requirements. Each agreement clearly defines service coverage, response targets, escalation procedures, and support responsibilities so you know exactly what to expect when support is needed.
Maintenance SLA Options
Choose the coverage level that matches your uptime requirements: from next-business-day hardware replacement to 24/7 critical response with on-site field engineering included.
- 24/7 Help Desk Access
- Problem Analysis
- Diagnosis
- Provision of an Action Plan
- Spare Parts
- Project Reporting
- 24/7 Help Desk Access
- Problem Analysis
- Diagnosis
- Provision of an Action Plan
- Spare Parts
- Project Reporting
- 24/7 Help Desk Access
- Problem Analysis
- Diagnosis
- Provision of an Action Plan
- Spare Parts
- Project Reporting
- On-site Intervention
- 24/7 Help Desk Access
- Problem Analysis
- Diagnosis
- Provision of an Action Plan
- Spare Parts
- Project Reporting
- On-site Intervention
Tailored service level agreements designed to meet your specific business requirements.
What Your Service Agreement Includes
Every Systain® SLA is built around your equipment and your operations. Here's what that coverage can look like once it's defined.
- Customized SLAs by asset based on equipment criticality and operational requirements
- 24/7 technical support with direct access to experienced engineers
- Onsite field engineering based on the selected service level
- Local spare parts coverage aligned with response and replacement targets
- Transparent sparing and support models, so customers know where parts are located and how support will be delivered
- Flexible asset management, including the ability to add or remove covered equipment
- Contract, asset, and ticket visibility through the Systain portal
- Escalation procedures and defined response targets documented upfront
Frequently Asked Questions
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OSI Global offers flexible service levels including Next Business Day (NBD), four-hour response, four-hour onsite support, and customized options. The right SLA depends on the criticality of the equipment, available redundancy, spare-parts strategy, and cost of downtime. Mission-critical systems may require four-hour coverage, while redundant or lower-priority infrastructure may be well suited to next-business-day support.
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Yes. OSI Global can tailor SLAs based on applications, business requirements, hardware locations, operating hours, and recovery objectives. Different service levels can also be used within the same agreement. For example, a primary data center might require four-hour onsite support while a regional office uses next-business-day coverage. This allows organizations to align support spending with the criticality of each environment.
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Yes. OSI Global provides around-the-clock technical support for customers with mission-critical environments. Support requests are prioritized according to severity, business impact, and the customer's contracted service level, with critical production outages receiving the highest priority.
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Yes. OSI Global supports multi-site and multi-country environments across North America, EMEA, and APAC, including servers, storage, networking, and other enterprise infrastructure from multiple manufacturers. Organizations can consolidate support under a common framework while maintaining different service levels for individual sites or systems where needed.
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When a covered hardware issue is reported through the designated support channel, a ticket is created and the applicable response process begins. OSI Global first works to diagnose and resolve the issue remotely. If remote support cannot resolve the problem, the incident can be escalated to parts replacement or an on-site field engineer based on the customer's contracted service level.
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Yes. Depending on the environment and SLA requirements, OSI Global can recommend on-site spares, regional stocking, or forward stocking locations to reduce hardware restoration times. Sparing strategies can be developed around equipment criticality, installed base, location, and replacement requirements, including proactive planning for end-of-life or specialized equipment.
Let's Define the Right SLA for Your Business
Contact OSI Global to define the right SLA coverage for your environment and operational requirements.
Start a conversation, not a sales cycle.
Tell us what you're dealing with. Your account manager will respond same-day with solutions, not a product brochure.
- 606 Olive Street, Santa Barbara, CA 93101
- +1 (866) 602-4674
- [email protected]
OSI Global is a privately owned, Gartner-recognized leader in enterprise hardware, optical solutions, and data center services.
Since 2008, OSI Global has been giving IT teams around the world peace of mind through innovative, cost-effective, high-quality solutions that extend hardware lifecycles and reduce costs. From enterprise hardware and third-party maintenance (TPM) to optical networking and professional services, OSI Global delivers the same capabilities as larger competitors without the bureaucracy, investors, or red tape.
With a customer-first approach and unmatched responsiveness, OSI Global enables organizations to optimize their IT infrastructure on their terms.