MagStor Onsite Maintenance Services
Specializing in on-site service and repair — we’re here to be your trusted data center solution.
MagStor offers a comprehensive suite of data center maintenance services in the U.S. and across the globe that meet or exceed manufacturers’ service and repair standards. Our network of Field Engineers has years of experience and a superb track record with our customers. Our highly responsive customer support team is available to support you with your immediate service and support needs.
NOW OFFERING OVERLAND / TANDBERG TAPE LIBRARY MAINTENANCE
ON-SITE SERVICE YOU CAN TRUST!
How does on-site service work?
If a problem occurs with a product covered under an On-site Service Agreement, contact MagStor Support. A Customer Support Representative will work with you to diagnose the problem. Once the diagnosis is complete, our Client Services professionals take over to make sure that the right resources and parts are dispatched to the right place at the right time. Our objective is to ensure that you are happy and that we meet your contracted Service-Level Agreements (SLAs).
What should the customer do?
- Always ensure that your On-Site Service contracts are up-to-date
- Call Technical Support to diagnose any problems
- Provide full and free access to the product to be serviced
- Provide adequate working space and facilities for the field service engineer
- Assist in returning defective items to MagStor
What will MagStor do?
- Verify your on-site service level and your equipment make, model, and configuration
- Determine why the problem exists and what needs to be done to resolve it
- Dispatch the necessary resources (parts and engineers) to get you up and running within your stated SLA response time
What will the field service engineer do?
- Travel to the end-user site
- Adhere to end-user site security and access procedures
- Inspect the site for any safety hazards before performing any work
- Repair or replace the defective product or part as necessary
- Close out the service call with MagStor Technical Support
