Authorised Service Providers
SERVICES
Core Focus
The Support Now service portfolio is divided into 3 core areas within our customers’ infrastructure environment. We have found that different customers have different requirements depending on their business drivers and our portfolio has been expanded to support as many of our customers’ requirements as possible.
OEM Support & Maintenance Services
Support Now has partnered with several OEM’s to provide support and maintenance services to customers with back-to-back partner agreements and service level agreements.
OEM Professional Services
As part of the OEM partnership agreements for supplying Support and Maintenance to our customers, Support Now can also provide Professional Services as part of the service portfolio.
3rd Party Break/Fix Services
The final service as part of the Support Now portfolio is that of 3rd Party Break/fix services which is offered to customers who have technology which has reached the OEM end-of-support-life (EOSL).
We specialise in servicing, maintaining and supporting Enterprises So You Can Focus On Your Business
We proud ourselves on having top industry skills to assist with enterprise storage, backup, storage area networks, and computing platforms.
OEM Support & Maintenance Services
Many OEM’s require skills and expertise to deliver service projects to customers and due to the locality of South Africa, have partnered with Support Now to deliver these services. What is important is that Support Now has the capability to offer “feet on the ground” services to these OEM’s as well as more advanced maintenance and Support services to enterprise customers.
An Extension of the OEM's internal Support capability
This happens on behalf of the OEM, to the end customer. This means that Support Now can offer Support & Maintenance services to customers who procure new equipment via the OEM or extend contracts when the initial purchased maintenance and support expires if the customer is unhappy with their existing service provider.
Facilitates all processes and requirements
Support Now also facilitates all the processes and requirements for the sparing of parts as well as facilitating the return merchandise authorization (RMA) process with the OEM. This means that for customers with a valid Service and Support contract with either the OEM, any hardware failures will be replaced with local spares to ensure alignment with the Customers Service Level agreement. In the background, Support Now will ensure that the faulty part will be returned to the OEM and the spare will be replenished.
List of current OEM Partnerships
- Pure Storage
- Fujitsu
- CommVault
- NEC (HYDRAstor)
- SuperMicro
- Brocade (via Fujitsu)
- Nvidia
OEM Professional Services
As part of the OEM partnership agreements for supplying Support and Maintenance to our customers, Support Now is also able to provide Professional Services as part of the service portfolio. These services are generally project-based engagements that provide customers with implementation, configuration, and integration services for new product deployments.
Post-implementation services that are provided include optimisation, troubleshooting, best practice alignment, and periodic health checks. These services are especially useful in environments that have increased in scale or have new requirements which needs to be incorporated into an existing deployment.
3rd Party Break/Fix Services
The final service as part of the Support Now portfolio is that of 3rd Party Break/fix services which are offered to customers who have technology that has reached the OEM end-of-support-life (EOSL). EOSL is when an OEM discontinues support for older generation technology and will no longer offer any contractual maintenance and support contracts to customers.
Extended Break/fix capabilities
For some customers, the investment made in technology requires them to “sweat their assets” beyond the EOSL period and therefore require some form of break/fix capability to ensure that the technology can continue to be serviced.
Migrating from EOSL to new Technology
In other customers’ environments, they are in the process of migrating from EOSL to newly purchased technology and thus need to ensure that they have the old technology serviced for a short period of time.
3rd Party Maintenance Companies
Support Now provides such break/fix services to our customers either through our own internal mechanisms or with the help of other 3rd party maintenance companies. Currently, we provide 3rd party break/fix services for the following technologies:
- OEM EOSL as per above
- Hitachi Ventara
- Dell/EMC
- CISCO
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Office
3 Georgian Crescent West
Bryanston
2021
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M-F: 8am – 5pm
S-S: Closed
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+27 861 777 372