SIDARION Support Services

The SIDARION Support Services (SIDcare) offer flexible remote and on-site support options according to your requirements. This is an extension to the vendor maintenance and support subscriptions. As your local partner with good knowledge of your environment, client specific specialties and a sound knowledge of network and security technology beyond the specific product or vendor, we are able to help you resolve your is-sues quickly and more efficient.

Competent Support Engineers

At SIDARION we have no pure support people. You will always talk to experienced and skilled engineers. All engineers are working on projects and support in turns. This guarantees a very good knowledge and excellent techniques in support and debugging combined with good project management and implementation skills. Overall this helps to understand the needs of our clients better and deliver first class services.

Included Services

SIDcare services are available in different flavors and can be selected according to your specific needs. We differentiate in the availability of the engineers and the guaranteed reaction time.

  • 7x24 Reachability - You can submit new requests on 365 days and 24 hours independent of your SIDcare contract. They will be handled according to your support contract terms.
  • 5x8 Support - Our engineers will work on your tickets during regular business hours on work days in the Kanton Z├╝rich, Switzerland.
  • 7x24 Support - You can call us all day and night for high priority issues and we will handle it immediately, at latest within the specified reaction time.

Reaction Time

You can choose in-between two or four hour reaction time for remote support. For on-site support it might vary depending on the location of the equipment under contract. In general you can get four hours or next business day (NBD) on-site reaction time within Switzerland, Liechtenstein and southern Germany.

Maintenance

The term Maintenance referres to the vendors warranty extension and additional software subscription and support services, depending on the vendor terms. This usually includes the replacement of faulty equipment. In addition you will always get a SIDARION 5x8 Support Contract with best effort reaction time included at no extra cost.

Besides SIDcare we offer SIDARION Managed Security Services (MSS), where we can take over the operation of your infrastructure including systems monitoring and change management.