The delivery of outstanding Hardware Maintenance Service is Interactive's core business. Which means we’re more than committed to promising and delivering service level improvements over the term of your contract, like:

Providing experienced staff on call, 24 hours per day, seven days a week, 365 days a year, with every team linked to and supported by other Interactive engineers around Australia.

A commitment to reduce reactive support calls by delivering a synergistic approach to the provision of its services, including:

• A 10 minute response to your service call.
• First level calls handled by manufacturer trained engineers or specialist trained service experts.
• Dedicated engineers to provide customer service continuity and develop an acute understanding of all our customers’ requirements.
• A high number of skilled engineers per customer ensuring fast and effective response to outages.
• 100% parts availability in all Interactive’s metropolitan warehouses.

To always ensure that users receive the highest service levels available in the industry today, our Hardware Maintenance offerings are directed through the same, single point of contact. This means:

• Fast restoration time – We’re proud to report that over 98% of hardware maintenance problems are fixed on our first call.
• Superior service levels – We’re also very proud of the fact that we achieve over 99.96% of our Service Level Agreements.

Meanwhile our standard response times in metropolitan areas are truly outstanding.

• 2 hours on-site IBM Mainframe and IBM Midrange systems.
• 2 hours on-site for Sun systems.
• 2 hours on-site service for Intel server hardware.
• 4 hours on-site service for desktop and printer hardware.
• 2 or 4 hours on-site Cisco Systems equipment support.

We’re highly delighted by these deliverables and would urge you to please feel free to verify them through the reference customer material provided.