Hardware Maintenance Service

Hardware Maintenance Service - Minimize Downtime. Maximize Equipment Life.

Key Features of Everbex Hardware Maintenance Service

Standard Hardware Maintenance

Includes on-site or remote diagnosis, parts, labor, and hardware replacement. Excludes operating system or application-level support.

Comprehensive Maintenance

Full coverage including hardware replacement, component upgrades, and selected OS/software support. Ideal for businesses requiring full-stack continuity.

Ad-Hoc (Break-Fix)

Flexible, incident-based support with no SLA commitment — perfect for emergency repairs or non-contracted environments.

Spare Part Fulfillment

Access to our inventory of certified spare parts, available on request to support custom replacement needs or self-maintained systems.

Features & Benefits of Our IT Hardware Maintenance:

With Everbex Hardware Maintenance Service, you get peace of mind, fast recovery, and reliable service that keeps your infrastructure running — so your team can stay focused on growth.

Plan Features	Essential	Advantage	Comprehensive	Ad-Hoc Support	Parts-Only Fulfillment (Spare Access)
Dedicated Helpdesk Access	✅	✅	✅	❌	❌
* Service Level Agreement (SLA) (*Please refer SLA table for details)	✅	✅	✅	❌	❌
Hardware Diagnostics	✅	✅	✅	✅	❌
*Network Switch Support (Please check on Terms and Conditions)	✅	✅	✅	❌	❌
*Firewall Support (Please check on Terms and Conditions)	❌	✅	✅	❌	❌
*Server OS Support (Please check on Terms and Conditions)	✅	✅	✅	❌	❌
Spare Parts (Please check on Terms and Conditions)	❌	❌	✅	❌	✅
Advanced Hardware Replacement (Please check on Terms and Conditions)	❌	❌	✅	❌	❌
On-Site Support (Please check on Terms and Conditions)	❌	❌	✅	✅	❌
Preventive Maintenance Schedule (Please check on Terms and Conditions)	❌	✅ remote only	✅ remote and onsite	❌	❌

Plan Recommendations:

Essential: For businesses with internal IT teams that need reliable hardware support.
Advantage: Support including network switch, firewall and server — ideal for businesses without internal IT.
Comprehensive: Full-stack support including network switch, firewall and server — ideal for businesses without internal IT with onsite assistance when needed.
Ad-Hoc Support: Pay-per-incident flexibility for those needing occasional help.
Parts-Only Fulfillment: Spare part access for self-managed environments or stock replenishment.

Terms and Conditions

Network Switch Support Coverage

✅ Covers:

Switch hardware failures (e.g., port issues, power failure, module failure).
Firmware upgrade assistance (using vendor-provided image).
VLAN, trunk, and basic L2/L3 configuration related to hardware functionality.
Stacking and HA (High Availability) setup support if hardware-related.
Basic troubleshooting for network connectivity (e.g., port down, loop, broadcast storm).

❌ Excludes:

Advanced network design and re-architecture.
Custom or third-party software integration on switches.
Security policy configuration beyond basic ACL.
License issues with vendor (Cisco, Ruijie, Huawei, etc.).

Firewall Support Coverage

✅ Covers:

Firewall hardware failures (e.g., power, port failure, fan, PSU).
Basic OS/firmware upgrade using vendor-provided image.
Initial configuration for hardware functionality (interfaces, HA, routing).
VPN tunnel setup support (site-to-site and remote access, basic).
Basic security policy troubleshooting if hardware-related.

❌ Excludes:

Advanced policy design (e.g., complex NAT, UTM features, deep packet inspection tuning).
Application-layer filtering customization (IPS, WAF, AV, etc.).
Third-party integration (e.g., SIEM, monitoring tools, authentication servers).
License issues with Fortinet, Palo Alto, Sangfor, etc.

Server OS Support Coverage

✅ Covers:

OS boot failure, driver issues, blue screen errors.
Disk-level corruption recovery assistance (not data recovery).
OS reinstall using customer-provided media/license.
Hypervisor or base OS (e.g., Windows Server, Linux) support if hardware-related.

❌ Excludes:

Application-level support (e.g., SQL Server, SAP, or custom apps)
Third-party software configuration or updates
License issues with Microsoft, VMware, etc.

Advanced Hardware Replacement Coverage

✅ Covers:

Hardware replacement service for servers, switches, firewalls, and storage devices under warranty/contract.
Vendor RMA handling and logistics for faulty hardware return.
Replacement unit installation, firmware reload, and basic reconfiguration.
Functional testing post-replacement to ensure system recovery.
Option of temporary loaner/spare unit (subject to availability and SLA tier).

❌ Excludes:

Hardware upgrades outside of warranty/contract scope (CPU/memory expansion, new modules).
Damages caused by mishandling, environment (power surge, flood, fire, etc.).
Consumables (cables, SFPs, rack kits, UPS batteries) unless specified in contract.
Application reinstall or advanced software configuration after replacement.
Out-of-region logistics costs not covered under service contract.

Spare Parts Coverage

✅ Covers:

Onsite Spare Pool (optional for DC Co-location): Critical spare parts (PSU, fan, NIC, SFPs, HDD/SSD, firewall modules) stored at Everbex Data Center for immediate replacement.
Customer-dedicated Spares (optional): Reserved hardware specifically for the customer, ensuring guaranteed availability.
Shared Spares Pool (default): Common spare stock accessible to all customers under SLA.
Testing & Validation: Replaced parts tested onsite for full functionality.
Logistics Handling: Defective components sent back to vendor/manufacturer by Everbex.

❌ Excludes:

Spare parts for End-of-Life (EOL) or unsupported devices.
Custom/rare modules not listed in the service contract.
Consumables (power cables, rack kits, optical patch cords, UPS batteries, toner, etc.).
Spare parts for devices not covered by SLA contract.
Customer-owned spares not managed under Everbex Spare Program.

SLA Tie-in (Recommendation)

SLA Tier	Spare Parts Coverage
STANDARD	Shared spare pool (best effort, subject to stock availability).
ADVANCE	Shared spare pool + priority access, guaranteed replacement parts for covered devices.
PREMIUM	Dedicated customer spares stored at Everbex DC + guaranteed 2h part replacement (only for co-location).

On-Site Support Coverage

✅ Covers:

Engineer dispatched to customer site (or Everbex DC if hosted there).
Hardware replacement and reinstallation (under SLA or RMA).
Hardware troubleshooting when remote support cannot resolve the issue.
Support for power/cabling/connectivity re-seating, inspection, and recovery.
Coordination with vendor (Dell, Fortinet, Sangfor, etc.) if escalation needed.
Basic reconfiguration after hardware replacement (interfaces, cabling, firmware reload).
Provide On-Site Incident Report after intervention.

❌ Excludes:

Major infrastructure redesign, migration, or new deployment.
Software/application installation or OS hardening.
Customer site facility issues (power failure, cooling, rack mismanagement).
Third-party equipment not covered by SLA contract.
Spare parts not included under Advanced Hardware Replacement / Spare Parts program.

Preventive Maintenance (Hardware Focus)

1️⃣ Remote Preventive Maintenance (RPM) - Advantage Plan, Comprehensive Plan
Performed without site visit, using management tools or customer-provided access.

✅ Scope (Remote)

Review hardware alerts/logs from management console (e.g., Dell iDRAC, HP iLO, Sangfor, FortiManager).
Check system health status (CPU, memory, PSU, fan, disk).
Verify temperature & power sensors remotely.
Confirm RAID/disk/storage health status (where supported).
Generate a health report for customer review.

⏱ Recommended Frequency: Monthly or Quarterly (depends on SLA).

2️⃣ Onsite Preventive Maintenance (OPM) - Comprehensive Plan

Performed with a physical visit to the customer’s location or Everbex Data Center.

✅ Scope (Onsite)

Physical inspection of hardware: chassis, cabling, grounding.
Clean dust from servers, switches, firewalls, storage units.
Inspect fans, PSU, ports, modules for wear/damage.
Verify LED indicators & hardware alarms physically.
Test HA/stack cabling connections.
Run full vendor diagnostics (e.g., Dell SupportAssist, Fortinet hardware test).
Document findings with photos and report.

⏱ Recommended Frequency: Quarterly, Bi-Annually, or Annually (depends on SLA).

Service Level Agreement

Get tailored IT support that matches your needs, speed, and budget. Whether you want a customized plan or standard option, we deliver exceptional service to meet your expectations.

SLA	Hours of Coverage	Support Response Time	Remote Response Time	Onsite Support Time
STANDARD	8 x 5	1h	4h	NBD
ADVANCE	8 x 5	1h	2h	4h
PREMIUM	24 x 7	30 mins	1h	2h

PREMIUM only for the hardware co-location at Everbex Data Centers.