World-Class Support

Congruity provides best-in-breed maintenance for enterprise data center hardware.

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           Storage

EMC - VNX, CX, VMAX, Symmetrix, Isilon, Avamar, Data Domain, Centera, Celerra

NetApp - All FAS Series, V-Series and N-Series

HDS - AMS, WMS, USP, USP-V, USP-VM, VSP, HUS-VM, NSC55, 8500, 9200 and 9900 Series

IBM - Storwize, DS Series, System Storage, TotalStorage, XIV

            Servers

IBM - Power, pSeries, iSeries, xSeries, zSeries

Lenovo - System X, BladeCenter

HPE - ProLiant, BladeSystem, HP3000, HP9000

DELL - PowerEdge, PowerVault

Cisco - UCS Servers

     Networking

Cisco - All Switches, Directors & Routers

Juniper - All Switches and Routers

HPE - All Switches and Routers

Aruba - All Switches and Routers

Brocade - All Fibre Switches & Directors

 

“Congruity has been supporting 15 sites for Tupperware, both domestically and internationally, for over 7 years.
We have never had an issue that Congruity could not resolve and they have the fastest response time we have seen bar none."

Service Level Agreements


9x5xNBD

Includes 24x7x365 proactive monitoring, 9x5 remote technical support and access to customer portal for ticket tracking/resolution. Replacement parts are shipped NBD in the event of a failure and customer is responsible for all FRU/CRU issues with the help of Congruity’s engineering team remotely by WebEx, e-mail, or telephone support. For any critical errors Congruity will send a FE onsite to customer location during 9a-5p Monday thru Friday.

24x7x4 via Onsite Spares
Includes 24x7x365 proactive monitoring, 24x7x365 remote technical support and access to customer portal for ticket tracking/resolution. A spare parts kit with all commonly failed parts for the supported system are kept on-site at customer location. Parts not placed in the spares kit are kept in strategic FSL and shipped/couriered via Priority overnight service. For any critical errors that cannot be resolved via Phone/WebEx Congruity will send an FE onsite to customer location.

24x7x4 via FSL with Tech Dispatch
Includes 24x7x365 proactive monitoring, 24x7x365 remote technical support and access to customer portal for ticket tracking/resolution. All replacement parts are kept in one of our strategic FSL’s. In the event of a failure, all required replacement parts as well as an FE to complete all replacements are to be at customer location within a 4hr window of failure diagnosis 24x7x365.

Custom SLAs
Congruity offers custom support contracts anywhere from 3-months to 3-years should any of the above SLAs not meet your needs or budget. Please reach out to your Congruity sales representative to get a customized maintenance quote.

Why Choose Congruity?

 

Remote Monitoring & Call Home
Proactive automated error notification via call/email home for immediate correction on all SAN components. All systems under our support are proactively monitored 24 hours per day, 365 days per year to minimize the risk of unnecessary downtime.

Superior Parts Replenishment
All spare parts are tested to comply with OEM standards for replacement components. Sector-by-sector Drive Validation and Power on Hour (POH) Testing is carried out to ensure all disks going back into a customer’s environment are reliable and well below the manufacturers predetermined useful life/runtime threshold.

OEM Certified Engineers
Support for implementation, connectivity and configuration assistance. Best practice reviews, performance tuning, capacity analysis SAN Health Checks and general assessments, all done by OEM certified engineers.

Global Footprint
Congruity offers more than 700 Forward Stocking Locations across the globe and provides support in more than 100 countries worldwide.

Exceptional Customer Service
Congruity help desk operators are responsible for logging all incidents and either resolving immediately or escalating the incident to one of the Level 3 technicians that oversee each and every shift. All tickets are tracked in the customer portal to ensure SLAs are met and to give full visibility into all incidents to ensure quick resolution and the best end user experience possible.