Vigilant Maintenance > Platinum Coverage

• Vigilant's Responsibilities (Diamond 24x7)
• Customer's Responsibilities (Diamond 24x7)

Platinum Coverage: Vigilant' Responsibilities 24x7

In addition to the responsibilities referenced above, the following are Vigilant responsibilities for On-site Technical Support:

• Receive a Customer’s trouble report
• Log a Customer’s trouble ticket into the trouble ticketing system
• Provide remote technical support, including remedial maintenance, and remote diagnostics to trouble shoot and isolate the problem in the device to the component or field replaceable unit level, or software component level. Provide remote monitoring to include testing, analysis, and recommendations.
• Ensure that the dispatched technician and replacement product arrive at the Customer’s site within the response objective time frame (8X5 M-F) (Holiday’s are not covered)
• Perform fault diagnosis based on the problem identified by the Remote Technical Engineer or Customer System Expert
• Perform on-site troubleshooting
• Enable and recommend replacement parts across Vigilant and multivendor product lines (Parts are charged at additional cost)
• Replace field-replaceable units, when required
• Perform any tests and measurements necessary to ensure resolution of the problem
• Tagging and inventorying product list of covered equipment with customer environment