Oracle Sun, IBM, HP, DELL & Cisco Maintenance Services by MCA

Oracle Sun, IBM, HP, DELL & Cisco Maintenance & Support Plans by MCA

MCA can provide 3rd party support of Oracle Sun, IBM, HP, DELL & Cisco products, offering service options to meet the needs of every customer. By combining  MCA support with our national partner service contractors, we can effectively offer on-site service across the USA, tailored  to meet of our clients.

MCA support service is available in the United States, Canada, and Western Europe. We offer four basic levels of Sun support at a fraction of the cost of direct manufacturer plans.

MCA Hardware Support Options by MCA

MCA Platinum: High availability Sun Microsystems support for systems and applications that are critical to your company’s business. This program provides an on-site engineer within 4 hours, 7 days a week, 24 hours a day to ensure a quick recovery in case of system failure.

MCA Gold: For  Sun Microsystems service throughout the business week. This program provides 5x24 Monday through Friday support with optional spares on-site for the high availability applications support.

MCA Silver: For systems and applications in need of standard 8x5 Monday through Friday support.

MCA Shared (standard)/bronze: For the sophisticated user who can perform the Sun Microsystems on-site support tasks independently. This program provides technical support, with advance replacement parts delivery.

For details and pricing call MCA service or  sales department at , 1-888-622-7898

Service Delivery	MCA Platinum1	MCA Gold1	MCA Silver1	MCA Shared (standard)/bronze
Systems
Sun systems
Embedded systems using Sun technology
Sun compatible systems
Support Features
On-site technical support			n/a	n/a
Telephone technical support
Customized consulting services2			Optional	n/a
Training	Optional	Optional	Optional	n/a
Site activity log				n/a
Response center (help desk)
Spares on-site	Optional	Optional	Optional	Optional
Post incident follow-up				n/a
Coverage Hours
Help desk coverage hours	7 x 24	5 x 24	8am-5pm, M-F PST	8am-5pm, M-F PST
Telephone technical support coverage	7 x 24	5 x 24	8am-5pm, M-F PST	8am-5pm, M-F PST
On-site technical response	7 x 24	5 x 24	8am-5pm, M-F PST	n/a
Customer-defined priority setting				Optional
Response Times
Urgent (telephone/on-site)	Live answer/4 hrs	Live answer/4 hrs	4 hrs/ n/a	4 hrs/ n/a
Not-critical (telephone/on-site)	Live answer/customer convenience	4 hrs/customer convenience	4 hrs/customer convenience	4 hrs/ n/a
2-hour on-site response	Optional	Optional	Optional	n/a
Additional Enterprise Services Solution Center technical contacts	Optional	Optional	Optional	Optional

1 Additional chargeable services may be required. For pricing call MCA sales.
2 A choice of systems and professional systems can be quoted separately. 
3 7 x 24 technical support coverage with priority setting is available. For pricing call MCA sales.
Please note that not all service levels are available in all cities. Up charges may apply for “out of service area” coverage. MCA provides support on hardware only.