This premium level service provides customers with support 24 hours a day, 7 days a week, 365 days a year.
| Premium Support Services | Premium OnSite Hardware Support |
- 24x7x365 access to support engineers
- COMPUTERLINKS engineer call ownership
- Guaranteed response time
- Guaranteed escalation time and prodecure, to vendor if needed
- Call prioritization
- Dedicated telephone number
- Unlimited support calls
- Global support
- Specified SLA
| - 24x7 access to Field Service support engineers
- Engineer delivers replacement security appliance to the end-user
- 4 hour response time anywhere in North America
- ETA provided to End User
- SLA Performance Reviews
- Monetary penalties for not adhering to SLA
- Round the clock assistance
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