Provista IP Communications - HARDWARE SUPPORT

The Pro-Care solution is Provista’s tailored care package that protects your vital IP systems and hardware against software/hardware failures.

With Pro-Care you have the ability to seek assistance from the Provista Service Desk and Technical Assistance Centre, 24 hours per day, 7 days per week.

The hardware levels of service are detailed below and can be combined on a mix and match basis:

Part I - Advance Replacement Services

Pro-Care 8x5xNext Business Day: An Advance Replacement will ship to arrive the next Business Day provided that Provista's determination of Hardware failure has been made before 3:00 p.m. Depot Time. If End-User make a request after 3:00 p.m. Depot Time, Provista will ship the Advance Replacement the next Business Day.
Pro-Care 8x5x4: Advance Replacement on a Four-Hour Response basis between 9:00 a.m. and 5:00 p.m. Depot Time the same Business Day, provided that Provista's determination of Hardware failure has been made before 1:00 p.m. Depot Time. If End-User make a request after 1:00 p.m. Depot Time, Provista will deliver the Advance Replacement the morning of the next Business Day.
Pro-Care 24x7x4: Advance Replacement parts on a Four-Hour Response basis twenty-four (24) hours per day, seven (7) days per week, including Provista-observed holidays.
Pro-Care 24x7x2: Advance Replacement on a Two-Hour Response basis twenty-four (24) hours per day, seven (7) days per week, including Provista-observed holidays.

Part II - Pro-Care On-Site Support Services

Pro-Care On-Site 8x5xNext Business Day: Next-business-day Remedial Hardware Maintenance, together with parts, labour and materials, by 5:00 p.m. Depot Time provided Provista's determination that on-site Service is required has been made before 3:00 p.m. Depot Time the prior day (otherwise, second Business Day will be provided for calls placed after 3:00 p.m. Depot Time).
Pro-Care On-Site 8x5x4: Four Hour Response for Remedial Hardware Maintenance service between 9:00 a.m. and 5:00 p.m. Depot Time the same Business Day, together with parts, labour and materials, provided Provista's determination that on-site service is required has been made before 1:00 p.m. Depot Time.
Pro-Care On-Site 24x7x4: Four Hour Response for Remedial Hardware Maintenance twenty four (24) hours per day, seven (7) days per week including Provista observed holidays.
Pro-Care On-Site 24x7x2: Two Hour Response for Remedial Hardware Maintenance twenty four (24) hours per day, seven (7) days per week including Provista observed holidays.

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