OSI Global
Third Party Maintenance

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.

NBD Support
  • 24/7 Help Desk Access
  • Problem Analysis
  • Diagnosis
  • Provision of an Action Plan
  • Spare Parts
  • Project Reporting
Next Business Day Response
4H Support
  • 24/7 Help Desk Access
  • Problem Analysis
  • Diagnosis
  • Provision of an Action Plan
  • Spare Parts
  • Project Reporting
4-Hour Response
NBD + FS
  • 24/7 Help Desk Access
  • Problem Analysis
  • Diagnosis
  • Provision of an Action Plan
  • Spare Parts
  • Project Reporting
  • On-site Intervention
Next Business Day and Field Service Included
4H + FS
  • 24/7 Help Desk Access
  • Problem Analysis
  • Diagnosis
  • Provision of an Action Plan
  • Spare Parts
  • Project Reporting
  • On-site Intervention
4-Hour Response and Field Service Included
Custom Support

Tailored service level agreements designed to meet your specific business requirements.

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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
FAQ
What triggers a service level response?
A service level response is triggered when a covered hardware issue is reported through the designated support channel (phone or email). The response clock starts upon ticket creation and confirmation of coverage eligibility.
Are response times guaranteed in all situations?
Response times are guaranteed under normal operating conditions for covered equipment at registered sites. Certain exclusions may apply, such as force majeure events, customer-caused delays, or issues outside the scope of the contract.
What happens if remote support cannot resolve the issue?
If remote diagnostics and support do not resolve the hardware issue, OSI Global will escalate to a parts replacement or onsite field engineer dispatch, depending on your selected service level (NBD, 4H, or Field Service variants).
Who is responsible for providing access to the equipment?
The customer is responsible for providing safe and timely access to the affected equipment and its location. Delays caused by restricted access may affect the applicable response time clock.
Does OSI Global guarantee specific hardware availability?
OSI Global maintains a strategically located inventory of spares for covered hardware. While we strive to meet all SLA commitments, part availability may vary for end-of-life or highly specialized equipment. Our team works proactively to source and stage parts ahead of need.

Let's Define the Right SLA for Your Business

Contact OSI Global to define the right SLA coverage for your environment and operational requirements.

Contact

Start a conversation, not a sales cycle.

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About OSI Global

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.

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