Onsite Hardware Replacement Services

24x7x365 Hardware Replacement Program

Get onsite hardware replacement services within 4/6/8 hours, depending upon customer requirements. All parts and labor are included in this plan. Onsite hardware replacement service is provided 24 hours a day, 7 days a week, 365 days per year (including CBIZ-observed holidays) on all supported hardware. Remote phone support is provided within 45 minutes through our Network Operations Center (NOC) in St. Louis, Missouri. Our NOC is staffed at all times with service professionals responsible for opening customer service tickets, providing systems and hardware troubleshooting and dispatching onsite resources (based upon service level agreements) when necessary. Spare equipment is readily available to CBIZ Network Solutions' nationwide team of service technicians. The 24x7x365 hardware replacement program is designed for customers who demand high level support with onsite hardware replacement services at all times.

Priority (Mon-Fri 8x5) Hardware Replacement Services

Get priority onsite hardware replacement services within 4/6/8 hours, as well, depending upon customer requirements. All parts and labor are included in the priority hardware replacement service plan. Of course, service is provided Monday thru Friday, 8:00 am to 5:00 pm Central Time, 365 days per year excluding CBIZ observed holidays (New Year's Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, Day after Thanksgiving, Christmas Day and Day after Christmas) on all supported hardware. Remote phone support is provided within 45 minutes through our Network Operations Center (NOC) in St. Louis, Missouri. Spare equipment is readily available to CBIZ Network Solutions' nationwide team of service technicians. The priority hardware replacement service program is designed for customers who demand priority level support with their replacement services during normal business hours.

Fast Exchange Hardware Replacement Program

Our Fast Exchange Hardware Replacement Program provides Next Business Day "Spare in the Air" hardware replacement services. Onsite labor is not covered under this plan. Service for this program is provided Monday thru Friday, 8:00 am to 5:00 pm Central Time, 365 days per year excluding CBIZ observed holidays (New Year's Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, Day after Thanksgiving, Christmas Day and Day after Christmas) on all supported hardware. Remote phone support is provided within 45 minutes through our Network Operations Center (NOC) in St. Louis, Missouri. Spare equipment is stocked at CBIZ Network Solutions' parts depots nationwide and delivered by express (fast) overnight delivery to the required customer location. The fast exchange hardware replacement program is designed for customers who do not have a need for onsite service, but require phone support and overnight hardware replacement during normal business hours.

Phone Support Program

The Phone Support Program provides remote phone support via our Network Operations Center (NOC) in St. Louis, Missouri for all covered equipment. Onsite labor and parts replacement are not included in the phone support program plan. This program is designed for customers who do not have a need for onsite or hardware replacement services but require supplemental remote phone support. Coverage is available in two types of formats:

• 24x7 - Remote phone support is provided on all covered hardware through our NOC in St. Louis, Missouri 24 hours per day, 7 days per week, 365 days per year (including CBIZ observed holidays).
• Priority - Remote phone support is provided on all covered equipment through our NOC in St. Louis, Missouri Monday thru Friday, 8:00 am to 5:00 pm Central Time, 365 days per year excluding CBIZ observed holidays (New Year's Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, Day after Thanksgiving, Christmas and Day after Christmas).

Time and Material (T&M) Support

Time and Material (T & M) Support provides professional, project-oriented engineering services for preventative maintenance, repairs on non-covered hardware and network evaluations. Time and Material work is scheduled on an hourly basis with a two hour minimum and associated travel time. Parts are not included in this plan and will be billed separately as needed. Services will be scheduled for the next business day when possible, depending upon the availability of engineering personnel (customers already under contract receive number one priority).

Software Support

CBIZ Network Solutions will support a variety of software packages and operating systems including, but not limited to, the following: UNIX, Windows 2000, Windows NT, Windows XP, MAC OS, IRIX, DG-UX and LINUX-based applications.

In addition to hardware replacement, CBIZ also offers onsite installation services, providing industry leading products and superior customer support to get you up and running quickly.