The Support You’ll Receive
Premiere Service & Support – At a Better Price
Our engineers, most of them former employees of the manufacturer, are cross-trained on multiple platforms so you may add additional platforms to your maintenance contract with KruseCom. We focus on hiring those with strong backgrounds and proven knowledge, but we place no less emphasis on style. We see this as a key differentiator between KruseCom and the manufacturer. Our engineers take a great deal of pride in preventative maintenance, good communication to fulfill your expectations and a “team” approach to fit quickly and successfully into your environment.
KruseCom offers the essentials that you require:
- 24/7/365 Call Center with 15-minute response to page-outs, within 2 hours on-site (or, as you require)
- Call Home feature on hardware
- Aggressive escalation plan (customizable to meet your needs)
- Industry-leading field engineers backed by supervisory-level technical support
- Comprehensive inventory of whole systems and critical back-up parts
- Upgrades, features, add-ons in inventory
- Preventative maintenance
- Current patch and EC-level upgrades
We carry a tremendous inventory of whole systems, break/fix parts, upgrades, features and add-ons. When you choose KruseCom to maintain your hardware, we keep critical parts on-site and expedite other parts as required.
Since many of our engineers have excellent experience, they are often able to solve problems quickly and efficiently on their own. Yet, to protect you and assure the best possible escalation, at the onset of each problem, a supervisory-level technical expert is contacted at the same time the engineer is contacted. They stay in touch with one another regularly throughout the first hour of the problem to reduce the time it takes to return your hardware to working condition. Our clients love this service and appreciate the deep level of skill given to the problem so early in the escalation process.
KruseCom is able to offer systems assurance services when the situation warrants it. We are typically asked to offer systems assurance when the client chooses to bundle a hardware order with our maintenance program.
In addition to the technical support you’ll have available to you on-site, the technical team at our diagnostics lab along with the sales team are always available to offer you pre-sales guidance and suggestions based on your existing or planned environments. This pre-sales consultation is always available to you – and typically at no charge. We’re committed to helping you make the best decisions to meet your goals and to become preferred, long-term allies.