PRIMENET LIMITED

Primenet Maintenance for Dell EMC

Primenet offers maintenance for Dell EMC Storage and Backup Systems supported by our 24x7x365 Service Desk, to deliver Global Technical Support, Onsite response, replacement parts delivery, remote monitoring and repair as well as access to tools and health check services.

Features

  • Transition Service allows smooth handover from OEM including flare downloads
  • System Health checking to see pre-existing issues and help fix
  • Teams run by former OEM engineers to fix faults fast
  • Fully certified engineers on all product lines and software
  • 24x7x4 ServiceDesk backed by ISO27001 ISO9001 Cyber Security Essentials Plus
  • Full Change Management Event Management Incident Management and Problem management
  • Proactive service configured OEM monitoring provides alerts to our SOC
  • Total UK mainland coverage with sub 4 hour response times
  • ITIL-backed processes for tracking service reliability including service management
  • UK Centric Highly skilled engineers

Benefits

  • Market leading first-time-fix FTF performance
  • Unmatched coverage in terms of product lines and software supported
  • UK leader new and legacy for Dell EMC parts
  • Emergency response and fixes for systems out of contract
  • Proactive service provides faster response and coverage out of hours
  • Service management practices in line with ITIL and ISO20000-1
  • 90% Phone calls are answered within 10 seconds
  • Incident classification and escalation processes minimise risk of data loss
  • Ability to provide full system management to cover skills gaps
  • Escalation path to OEM means a guaranteed fast fix

Pricing

£650 a person a day

  • Education pricing available

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at tony@primenetuk.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 12

Service ID

5 8 2 7 7 3 9 9 2 3 3 4 7 0 8

Contact

PRIMENET LIMITED Tony Smith
Telephone: 07951 290632
Email: tony@primenetuk.com

Planning

Planning service
No

Training

Training service provided
No

Setup and migration

Setup or migration service available
Yes
How the setup or migration service works
Depending on the size of the supported estate, our service delivery team will gather logs on all systems to perform a health check prior to the service transition from OEM or third party support provider to Primenet, We will generate a report to share with the client, detailing any failure that need to be fixed before the transition can be completed as well as downloading any firmware related IPR prior to an OEM contract ending. Once the costs of any replacements have been covered, the operations team will provide a welcome pack and assist with booking an engineer for the service go live call. At this point, OEM monitoring tools such as Call Home will be configured and escalation preferences recorded
Setup or migration service is for specific cloud services
No

Quality assurance and performance testing

Quality assurance and performance testing service
No

Security testing

Security services
No

Ongoing support

Ongoing support service
Yes
Types of service supported
Buyer hosting or software
How the support service works
Primenet’s secure monitoring tools for your storage, compute and networking infrastructure proactively reduces the risk to your business in the case of unexpected failures. In order to ensure maximum uptime of your infrastructure is achieved, our proactive service built with existing OEM tools or Datto RMM can be designed and deployed rapidly to track alerts and performance thresholds for hypervisors, OS, system components and software applications.
Primenet Ltd is committed to meeting your maintenance needs in a consistent and timely manner. If you have a technical question or notice a problem with your system, you can contact our ServiceDesk and the ticket will be dispatched to a certified consultant.
When necessary, a Field Engineer is dispatched to your site with parts or equipment to resolve any maintenance issues. Interactive communications between our ServiceDesk and the Field Engineer, regarding your maintenance specific issue, significantly reduces downtime and allows for quick, efficient resolution. Once the problem is resolved, your Field Engineer will provide an explanation on the issue and resolution.
Included technologies, such as RecoverPoint and PowerPath. We will help your organisation prepare and test for a Code upgrade as well as the upgrade itself.

Service scope

Service constraints
The Service is UK Mainland Only. We will need to check log files pre-contract.

Vendors Supported: Dell EMC, Dell, HPE, IBM, Cisco, Oracle, Fujitsu, NetApp, Lenovo.

User support

Email or online ticketing support
Email or online ticketing
Support response times
Within 1 Hour dependent on severity levels. Please see SLA for technical support.
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
None or don’t know
Phone support
Yes
Phone support availability
24 hours, 7 days a week
Web chat support
Web chat
Web chat support availability
24 hours, 7 days a week
Web chat support accessibility standard
None or don’t know
How the web chat support is accessible
Through logging on to the portal via a web browser and secure authentication
Web chat accessibility testing
None
Support levels
Premium
(24x7x4 - Mission Critical Support for fastest resolution)
24x7x4 coverage, with 4-hour response to site with parts and engineer, if the incident classification is a Severity Level 1. Includes configuration and monitoring of OEM monitoring tool, transition and a health check every 12 months. Software and hardware support included, although updates only provided where IPR can be proved.
Enhanced
(24x7 Support for Production Environments, next day to site response)
24x7xNBD coverage, with next business day parts and engineer. Includes configuration and monitoring of OEM monitoring tool, transition and a health check every 12 months. Software and hardware support included, although updates only provided where IPR can be proved.
Basic
(Non-production environments/UAT/Test Dev)
Monday-Friday 8am-6pm coverage, with next business day parts and engineer. Includes configuration and monitoring of OEM monitoring tool, transition and a health check every 12 months. Software and hardware support included, although updates only provided where IPR can be proved.
Other contract types
Parts Only, Ad Hoc repairs and global technical support only contracts also available along with Systems Monitoring and Management

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Other security clearance
Government security clearance
Up to Baseline Personnel Security Standard (BPSS)

Pricing

Price
£650 a person a day
Discount for educational organisations
Yes

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at tony@primenetuk.com. Tell them what format you need. It will help if you say what assistive technology you use.