Thank you for your interest in obtaining a maintenance quote for Procurri Maintenance! We would like to provide you with the following definitions, terms, and additional notes to ensure that your maintenance experience proceeds seamlessly.
Quote is only applicable for the following locations:
Americas – Major Metropolitan Areas of USA & Canada
United Kingdom – Mainland
Malaysia – Greater Kuala Lumpur and Penang Regions
Singapore
Service Level Objective (SLO) Definitions
| Service Level Descriptions: | SLO Definition |
|---|---|
| 9×5 NBD Parts & Triage (No FE) | 9×5 Help Desk, Online Service Portal, Parts onsite by next business day from Procurri triage. No Field Engineering (FE), customer replaceable units. Remote alert and call home for storage equipment. |
| 9×5 NBD Full Support | 9×5 Help Desk, Online Service Portal, Parts and Field Engineer (FE) onsite by next business day from Procurri Triage (if required), subject to work window and access approval. Remote alert and call home for storage equipment. |
| 24x7x4 Response* | 24x7x4 Help Desk, Online Service Portal, Parts and Field Engineer (FE) onsite within 4 hours from Procurri Triage (if required), subject to work window and access approval. Remote alert and call home for storage equipment. |
Onboarding transition
Once a purchase order and associated details to provide service are received, our team will work diligently to prepare for your transition to our support family.
During this transition period our team will arrange for the appropriate spares to be shipped to our strategic forward stocking locations (or your location) as defined by your selected SLO.
Such a period can last up to 30 days for equipment located in the US, Canada, and UK or 45 days for equipment located in other international locations.
During the onboarding phase, any service-related calls will be addressed based on a “best reasonable effort” approach.
The steps to complete onboarding include but are not limited to:
Verification of contract details (serial numbers, locations, points of contact, etc.), self-registration for our online support portal, health check completed supported assets, and spares strategically relocated. Dial home connections will also be established for enterprise storage assets during this period. You can assist in mitigating this period by verifying your contract details via our portal and being expeditious in responding to inquiries regarding onboarding from our transitions team.
Onboarding transition
All purchase orders regarding maintenance services should be issued to:
For EMEA “Procurri Europe Maintenance Ltd” located at Bankside, 15 Love Lane Cirencester, Gloucestershire, GL7 1YG.
For Americas “Procurri Americas Maintenance LLC” located at 5825 Peachtree Corners East, Norcross, Georgia 30092
For Singapore “Procurri Singapore Pte Ltd” located at 29 Tai Seng Avenue, #01-01, Singapore 534119, Singapore
For Malaysia “Procurri Malaysia Sdn Bhd” located at Unit L3-2, 3rd Floor Infinite Centre, No.1, Jalan 13/6, 46200 Petaling Jaya, Selangor, Malaysia.
Terms & Conditions
* The pricing shown in the quote serves as a budgetary estimate. The Bid Desk will be responsible for confirming and evaluating the specific details of the deal to ensure accuracy.
All Quotes are valid for 90 days and subject to Procurri’s standard Terms and Conditions of maintenance service.