COMPUTERLINKS will arrange for an Engineer to arrive at the end-users site with a replacement security appliance within 4 business hours, between 9am and 5pm Monday to Friday (excluding US holidays*).

• Access to Field Service support engineers 9x5
• 4 hour response time anywhere in North America
• ETA provided to End User
• SLA Performance Review
• Monetary penalties for not adhering to SLA

*New Year's Day, Memorial Day, July 4th, Labor Day, Thanksgiving, Christmas Day