Hardware Support

The Pro-Care Hardware Support solution is our infrastructure fix & replace service that ensures your organisation is up and running again as soon as possible. Pro-Care hardware support cases are raised through the Provista Service Desk and Technical Assistance Centre up to 24 hours a day, 7 days a week.

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

Advance Replacement Services
  24×7 2 Hour Advance Replacement on a Two-Hour Response basis ’24/7′ including Provista-observed holidays.
  24×7 4 Hour Advance Replacement parts on a Four-Hour Response basis ’24/7′ including Provista-observed holidays.
  8×5 4 Hour Advance replacement on a four-hour response basis 9-5 depot time the same business day, provided that Provista’s determination of hardware failure has been made before 13:00 depot time. If end-user makes a request after 13:00 depot time, Provista will deliver the advance replacement the morning of the next business day.
  8×5 NBD An advance replacement will ship to arrive the next business day provided that Provista’s determination of hardware failure has been made before 15:00 depot time. If the end-user makes a request after 15:00 depot time, Provista will ship the advance replacement the next business day.
On-Site Support Services
  24×7 2 Hour Two hour response for remedial hardware maintenance ’24/7′ including Provista observed holidays.
  24×7 4 Hour Four hour response for remedial hardware maintenance ’24/7′ including Provista observed holidays.
  8×5 4 Hour Four hour response for remedial hardware maintenance service 9-5 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 13:00 Depot Time.
  8×5 NBD 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 15:00 depot time the prior day (otherwise, second business day will be provided for calls placed after 15:00 depot time).