SERVICE MODELS
“ITSS Offers What Your Business Needs”
CONTRACTED SERVICES
Our customers can obtain repair services as options or all-in-one.
In this service model our customers have the option to access telephone support at various service levels—remote response support, on-site response, preventive maintenance, repair services—either including or excluding parts, selectively, or as an all-in-one package. We designed this service to ensure the uninterrupted operation of critical information technology systems and it operates under fixed monthly service fees for a specified period.
We pair our contracted customers with a dedicated technical project manager responsible for overseeing their needs. ITSS technical staff gather all requisite information about their infrastructure, facilitating a quicker and more satisfactory service delivery.
CALL-BASED SERVICES
We provide services according to our customers’ specific requests.
These include installation, configuration, relocation within the same data center or to a different location, hardware or software-based additions, disassembly and decommissioning operations as well as configuration changes for their existing or newly acquired hardware or software. These services adhere to the manufacturer’s standard procedures and are available either as part of existing contracts, within call packages, or on a per call basis.
REPAIR SERVICES INCLUDING PARTS
Spare parts are supplied by ITSS.
In this service model ITSS offers all necessary spare parts for addressing malfunctions in customer hardware that the contract covers and there is no charge for the replaced part(s).
Through this service model our customers can accurately anticipate hardware maintenance costs during the contract period, avoiding disruptions to their business cash flow that unexpected high-cost failures cause. They can streamline processes by eliminating the need for time-consuming purchasing procedures and swiftly find solutions using spare parts readily available in ITSS stock.
We continuously monitor the stock level of each spare part in ITSS spare parts warehouses and consistently maintain it above specified threshold levels. This ensures an ample supply of spare parts, aligning with the number of products under contracted maintenance and the designated service level criteria.
REPAIR SERVICES EXCLUDING PARTS
Service fees are more economical.
In this service we aim for affordability by assessing the cost of necessary spare parts, communicating the cost to the customer after fault detection and proceeding with the repair upon the customer’s approval.
Service costs in this model are more economical because customers assume the risk of consumable costs and there are no spare part inventory expenses. However, we may extend the resolution time frame depending on the availability of the required spare part in the ITSS stock and varying procurement times.
ON-SITE SERVICES
The service is provided at the customer location by ITSS technical experts.
In this model ITSS technical experts provide the required services at the customer’s location.
ITSS can offer on-site customer support services in all provinces across Turkey, the Turkish Republic of Northern Cyprus and abroad on a project basis.
ITSS MAINTENANCE SERVICES
The hardware brought to the workshop is repaired by the professional ITSS technical team.
In this service model the customer brings the hardware requiring maintenance to our service center and reclaims it once the ITSS technical team has provided the desired service.
REMOTE ACCESS SERVICES
With remote access, questions are answered much faster and service costs are lower.
Utilizing remote access not only ensures quicker responses to inquiries but also significantly reduces service costs. In this model ITSS technical experts deliver the required service by remotely accessing the relevant system. The advantage of remote access lies in its ability to provide prompt solutions without the time loss associated with on-site service, resulting in both faster customer assistance and cost-effectiveness.
PHONE SUPPORT SERVICES
Unlimited support for products through phone calls.
All our contracted customers have access to unlimited phone support from ITSS technical experts for their products during service coverage hours. Customers can contact the ITSS service desk 24/7 at 0850 220 04 04. Additionally, during working hours, they can reach their directly assigned technical customer manager on their mobile phones.
