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.
The solid foundation
Manufacturer-linked support with comprehensive Service Level options.
Do you need a bit more?
Fast, manufacturer independent hardware-service without drama.
Premium Support
All-round support – remotely or on-site – for Juniper/Mist hardware with à la Carte service options.
I am Julia Seifert 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
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.
German and English language call centre and online portal, available 24/7
Remote support from certified technicians
Access to Juniper software releases
Access to the Juniper e-learning platform
Return to Factory hardware replacement. Delivery is within 10 days after receipt of the defective equipment by the RMA return centre.
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.
Hardware replacement with next business day delivery by Juniper, if Juniper approves the RMA by 3 pm.
Hardware replacement within 4 hours after Juniper approves the RMA. Delivery is possible 24 hours a day, 7 days a week.
| 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 |
| 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 |
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.
German and English language call centre and online portal, available 8 hours a day, 5 days a week
Hardware replacement from our own warehouse
Hardware replacement within 4 hours without if’s and but’s. Delivery is possible 24 hours a day, 7 days a week.
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.
German and English language call centre and online portal, available 24/7
Remote support from certified technicians
Access to Juniper software releases
Return to Factory hardware replacement. Delivery is within 10 days after receipt of the defective equipment by the RMA return centre.
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.
Hardware replacement with next business day delivery by Juniper, if Juniper approves the RMA by 3 pm.
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