Palotac Support Service Level Agreements

Each Service Level Agreement (SLA) provides Expert support and a variety of powerful features to fit your demand

Expert TAC
Support Access

PTAC

  • 24x7x365 Expert TAC Support Access
  • OEM Bug Fix Software Revisions
  • Email, Phone, and TeamView Remote Support
  • Show Tech Collection and Report
  • Best Practices Advice on Ticket Closure
  • Significant Cost Saving

Replacement arrives before
10:00 AM NBD

PTAC8

  • Includes 8x5xNBD Hardware Replacement
  • Replacement arrives before 10:00 AM NBD
  • 24x7x365 Expert TAC Support Access
  • OEM Bug Fix Software Revisions
  • Email, Phone, and TeamView Remote Support
  • Show Tech Collection and Report
  • Best Practices Advice on Ticket Closure
  • Significant Cost Saving

Replacement arrives in
4 hours

PTAC24

  • Includes 24x7x4 Hardware Replacement
  • Replacement arrives in 4 hours
  • 24x7x365 Expert TAC Support Access
  • OEM Bug Fix Software Revisions
  • Email, Phone, and TeamView Remote Support
  • Show Tech Collection and Report
  • Best Practices Advice on Ticket Closure
  • Significant Cost Saving

Includes Expert
Network Consulting

PTACC

  • Includes Expert Network Consulting
  • Infrastructure Refreshment
  • Infrastructure Capacity Planning
  • Service Planning and Integration
  • Network, Information Security and VoIP Networks Auditing
  • Service or Infrastructure Migration

What is included with ​each SLA ?

24x7x365 Break Fix Support

For all service levels, our engineers are available 24 hours a day, 7 days a week, and 365 days a year. There are no black-out dates or gaps in service.

Significant Cost Saving

Our efficient and Expert support model eliminates much of traditional overhead cost an OEM would pass to their customers. We have solved this problem and provide Expert support while providing market leading price points.

End to End Problem Resolution

Our pRoute algorithm directs your ticket to one Expert engineer who will assist you from its beginning to end, eliminating the need for multiple engineers to solve one problem.

OEM Software Updates

If you have a valid software license and experiences a bug (which we ID), your Service Agreement authorizes Palotac to speak with the OEM on your behalf to request and deliver the updated software revision.

Advance Hardware Replacement

We fully support advance hardware replacements under PTAC8 (8x5xNBD) and PTAC24 (24x7x4) for all covered devices.

Show Tech Collation

Free of charge, we help collect and archive show tech files for devices under service and validate the devices are functioning properly.

EOL Information

End of Life date announcements for hardware (and its software) are an extremely important metric when accurately planning your budget, infrastructure, and future growth. All of our quotes provide EOL dates for each device, free of charge.

EOL Support

OEMs terminate the life cycle of product lines prematurely, even when they are working perfectly fine. Palotac can fully support EOL devices until there is a demand to upgrade the hardware.

Best Practices

At every instance of a ticket closure our engineer will provide Expert advice of how to prevent the same problem from occurring in the future.

Phone, Email, Teamviewer

We deliver support for you, how you want to receive it. By phone, email, or Teamviewer (like options included).

Advanced Consulting for Large Scale IP Environments

Our Expert consulting service (PTACC) provides advice on Infrastructure Refreshment, Capacity Integration, Planning and Integration, Information Security with VoIP Networks Auditing, Service or Infrastructure Migration, and much more.