Service Level Options

Our goal is IT hardware which runs without faults. But should something go wrong, we’re on hand to help. With us, you can choose between different Service Level options which are adapted to your needs and offer you the support you really need.

We’re happy to advise you on which Service Level is right for your requirements.

Service Level Options

Our goal is IT hardware which runs without faults. But should something go wrong, we’re on hand to help. With us, you can choose between different Service Level options which are adapted to your needs and offer you the support you really need.

We’re happy to advise you on which Service Level is right for your requirements.

We offer three different service packages covering all needs.

Herstellersupport Icon

The solid foundation

Manufacturer Support

Manufacturer-linked support with comprehensive Service Level options.

> Find out more about Manufacturer Support

HCD Care Hardware Icon

Do you need a bit more ?

HCD Care Hardware

Fast, manufacturer independent hardware-service without drama.

> Find out more about HCD Care Hardware

HCD Care Core Icon

Premium Support

HCD Care Core

All-round support – remotely or on-site – for Juniper/Mist hardware with à la Carte service options.

> Find out more about HCD Care Core

We offer three different service packages covering all needs.

Herstellersupport Icon

The solid foundation

Manufacturer Support

Manufacturer-linked support with comprehensive Service Level options.

> Find out more about Manufacturer Support

HCD Care Hardware Icon

Do you need a bit more?

HCD Care Hardware

Fast, manufacturer independent hardware-service without drama.

> Find out more about HCD Care Hardware

HCD Care Core Icon

Premium Support

HCD Care Core

All-round support – remotely or on-site – for Juniper/Mist hardware with à la Carte service options.

> Find out more about HCD Care Core

Questions? Just ask!

I am Yannick Möhring from the HCD sales team. I will be happy to advise you or assist you with any questions. You can phone me on +49 89 215 36 92-0 or reach me using our contact form.

Contact us

Questions?
Just ask!

I am Yannick Möhring from the HCD sales team. I will be happy to advise you or assist you with any questions. You can phone me on +49 89 215 36 92-0 or reach me using our contact form.

Contact us

HCD Care Core

Service package for Juniper/Mist hardware with optional Service Levels aligned with your needs.

Less talking, more service – for our most efficient troubleshooting service, we get to know your network with individual onboarding and, when it comes to the crunch, we can access resources from Juniper Networks in addition to our own. Depending on the package, we’ll keep spare equipment, contact partners and technicians on standby for you, in order to fulfill the level of IT service you require.

The basic Care Core package includes

Callcenter Icon

German and English language call centre and online portal, available 24/7

Remote Support Icon

Remote support from certified technicians

Software Support Icon

Access to Juniper software releases

E-Learning Icon

Access to the Juniper e-learning platform

Return to Factory Icon

Return to Factory

Return to Factory hardware replacement. Delivery is within 10 days after receipt of the defective equipment by the RMA return centre.

Next Business Day 8x5 Icon

Next Business Day Delivery

Applications for replacement hardware are accepted and processed from Monday – Friday from 9 am to 5 pm. RMA applications which are approved by 3 pm will be sent out on the same day and will arrive at your premises on the following working day.

Next Business Day 24x7 Icon

Next Business Day Delivery

Hardware replacement with next business day delivery by Juniper, if Juniper approves the RMA by 3 pm.

Same Day Support Icon

Same Day Delivery

Hardware replacement within 4 hours after Juniper approves the RMA. Delivery is possible 24 hours a day, 7 days a week.

HCD Care Core Breakdown Management
Severity Explanation Reaction time
P1 – critical The fault gives rise to excessive network interruptions or complete network failure. Business functions are considerably impaired. 2 hours
P2 – moderate The fault has a considerable effect upon network function. However, the company can continue working to a limited extent. 4 hours
P3 – mild The business can continue to operate; only unimportant network functions are affected. An intermediate solution or redundant capacity is available. 24 hours
P4 – mild Technical questions about network operation or queries about extending the network. 48 hours
HCD Care Core service level escalation
Involved people P1 Ticket P2 Ticket p3 Ticket P4 Ticket
Manager on Call 8 hours
Head of Operations 16 hours 24 hours 5 days 10 days
Managing Partner 32 hours

HCD Care Core

Service package for Juniper/Mist hardware with optional Service Levels aligned with your needs.

Less talking, more service – for our most efficient troubleshooting service, we get to know your network with individual onboarding and, when it comes to the crunch, we can access resources from Juniper Networks in addition to our own. Depending on the package, we’ll keep spare equipment, contact partners and technicians on standby for you, in order to fulfill the level of IT service you require.

The basic Care Core package includes

Callcenter Icon

German and English language call centre and online portal, available 24/7

Remote Support Icon

Remote support from certified technicians

Software Support Icon

Access to Juniper software releases

E-Learning Icon

Access to the Juniper e-learning platform

Return to Factory

Return to Factory hardware replacement. Delivery is within 10 days after receipt of the defective equipment by the RMA return centre.

Next Business Day Delivery

Applications for replacement hardware are accepted and processed from Monday – Friday from 9 am to 5 pm. RMA applications which are approved by 3 pm will be sent out on the same day and will arrive at your premises on the following working day.

Next Business Day Delivery

Hardware replacement with next business day delivery by Juniper, if Juniper approves the RMA by 3 pm.

Same Day Delivery

Hardware replacement within 4 hours after Juniper approves the RMA. Delivery is possible 24 hours a day, 7 days a week.

HCD Care Core Breakdown Management
Severity Explanation Reaction time
P1 – critical The fault gives rise to excessive network interruptions or complete network failure. Business functions are considerably impaired. 2 hours
P2 – moderate The fault has a considerable effect upon network function. However, the company can continue working to a limited extent. 4 hours
P3 – mild The business can continue to operate; only unimportant network functions are affected. An intermediate solution or redundant capacity is available. 24 hours
P4 – mild Technical questions about network operation or queries about extending the network. 48 hours
HCD Care Core service level escalation
  P1 Ticket
Manager on Call 8 hours
Head of Operations 16 hours
Managing Partner 32 hours
  P2 Ticket
Manager on Call  
Head of Operations 24 hours
Managing Partner  
  P3 Ticket
Manager on Call  
Head of Operations 5 days
Managing Partner  
  P4 Ticket
Manager on Call  
Head of Operations 10 days
Managing Partner  

HCD Care Hardware

A solid basis without drama: focused, manufacturer-independent hardware service.

With the HCD Care Hardware package, we’ll keep replacement hardware on standby for you. We’ll send it to you by the next working day, independent of the manufacturer, as long as the RMA is approved by 3 pm.

The Care Hardware package includes

Callcenter Icon

German and English language call centre and online portal, available 8 hours a day, 5 days a week

Hardware Austausch Icon

Hardware replacement from our own warehouse

HCD Care Hardware

A solid basis without drama: focused, manufacturer-independent hardware service.

MWith the HCD Care Hardware package, we’ll keep replacement hardware on standby for you. We’ll send it to you by the next working day, independent of the manufacturer, as long as the RMA is approved by 3 pm.

The Care Hardware package includes

Callcenter Icon

German and English language call centre and online portal, available 8 hours a day, 5 days a week

Hardware Austausch Icon

Hardware replacement from our own warehouse

Manufacturer Support

Support directly from the source: manufacturer-linked support with comprehensive Service Level options for individual requirements.

Basic service package from the relevant manufacturer’s centre of expertise. Technicians will provide you with software support and, optionally, hardware support by ticket. You can book the right level of hardware support and on-site support individually via the extensive Service Level options.

The basic Manufacturer Support package includes

Callcenter Icon

German and English language call centre and online portal, available 24/7

Remote Support Icon

Remote support from certified technicians

Software Support Icon

Access to Juniper software releases

Garantieverlängerung Icon

Warranty extension

Return to Factory hardware replacement. Delivery is within 10 days after receipt of the defective equipment by the RMA return centre.

Next Day Herstellersupport Icon

Next Day delivery & support

Applications for replacement hardware are accepted and processed from Monday – Friday from 9 am to 5 pm. RMA applications which are approved by 3 pm will be sent out on the same day and will arrive at your premises on the following working day.

Same Day Support Icon

Same Day delivery & support

Hardware replacement with next business day delivery by Juniper, if Juniper approves the RMA by 3 pm.

Manufacturer Support

Support directly from the source: manufacturer-linked support with comprehensive Service Level options for individual requirements.

Basic service package from the relevant manufacturer’s centre of expertise. Technicians will provide you with software support and, optionally, hardware support by ticket. You can book the right level of hardware support and on-site support individually via the extensive Service Level options.

The basic Manufacturer Support package includes

Callcenter Icon

German and English language call centre and online portal, available 24/7

Remote Support Icon

Remote support from certified technicians

Software Support Icon

Access to Juniper software releases

Warranty extension

Return to Factory hardware replacement. Delivery is within 10 days after receipt of the defective equipment by the RMA return centre.

Next Day delivery & support

Applications for replacement hardware are accepted and processed from Monday – Friday from 9 am to 5 pm. RMA applications which are approved by 3 pm will be sent out on the same day and will arrive at your premises the following working day.

Same Day delivery & support

Hardware replacement with next business day delivery by Juniper, if Juniper approves the RMA by 3 pm.