Maintenance & Support

Helpdesk

Our technical helpdesk is available during business hours to ask questions, request assistance and open support tickets. You will get direct access to our technical experts via our helpdesk.

First Line Maintenance

Our network & security engineers will troubleshoot your hardware problems and will replace defective equipment. Via our advanced hardware replacement service, your faulty units will be replaced according to the agreed SLA. The spare units are normally owned and managed by us, but we don’t mind if you prefer to do so.

Meanit Maintenance à la carte (Support on demand)

With the standard hardware support contracts described above you will pay a fixed annual support fee giving you an unlimited number of support tickets and troubleshooting efforts. With the “Meanit Maintenance à la carte” you will only pay for our support when needed. Our network & security engineers will troubleshoot your hardware problems on demand. Our technical assistance will be charged on a per ticket basis.

Second Line Support

Our senior network & security engineers will troubleshoot your software problems. They will investigate your issue and determine whether it is configuration or code related. In case of a configuration issue, they will provide you with the configuration changes needed to resolve the problem. In case of a software bug, they will request the support organization of the vendor to provide us with a fix for the reported software problem.

Meanit Maintenance à la carte (Support on demand)

With the standard software support contracts described above you will pay a fix annual support fee giving you an unlimited number of support tickets and troubleshooting efforts. With the “Meanit Maintenance à la carte” you will only pay for our support when needed. Our network & security engineers will troubleshoot your software problems on demand and they will resolve your configuration issues. With this service we will not be able to request vendor support to resolve software bugs as we will not have a back-to-back support contract in place. Our technical assistance will be charged on a per ticket basis.

Remote Monitoring

With our monitoring service we will remotely monitor the health of your network infrastructure allowing us to notify you in time of upcoming problems and potential outages in order to avoid or reduce costly downtimes.

Life Cycle Management

Our senior network & security engineers will manage the life cycle of your network assets. They will first perform a network audit in order to establish an up-to-date inventory of all your network components, including their hardware and software versions. The current inventory will need to be updated on an ongoing basis to reflect any additions, moves and changes made. Our engineers will produce an End Of Life plan for your installed base and they will periodically update you on any relevant End Of Sale and End Of Support announcements made by the vendor. Our engineers will also inform you of hardware and software upgrades that might extend the lifetime of your assets and as such protecting the value of your investments.

On the job Training

Our network and security engineers will train your field engineers on the job on how to perform first line maintenance activities and to make basic configuration changes.