Services

Forefront Total Solutions (FTS) offers homogenous and heterogeneous Product Support Services and Warranty Extensions (tailored to your requirements) to ensure system availability and business continuity of your IT environment and thus help you to save time and money. This support is made to shift budget spent on operational IT services to strategic initiatives that deliver short-term real business value to their company.

FTS Product Support Services and Warranty Extensions cover a broad range of products including hardware and software products as well as IT Infrastructures. In addition to standard reactive service levels such as onsite response and recovery times, Product Support Services encompass optional HDD retention “YourDrive YourData”. Reactive services can be augmented by proactive support services elements (such as System Health Check and Technical Account Management) to even avoid failures and downtimes.

(1) Hardware Support

FTS Product Support Hardware encompasses the diagnosis and the elimination of hardware faults by repair or replacement. FTS will respond to an incident and solve the fault in accordance with the contracted Service Level Agreement which can be Remotely Accessed or Onsite Service/Intervention.

FTS Support Pack Hardware is a product-related service contract with once-only remuneration and for a fixed contract term of 1 up to 5 years. The service period can be extended by purchasing a corresponding follow-on Support Pack. Service levels can be selected from standard options.

Benefits:

  • Smooth IT operations right from the start with the shortest possible downtimes
  • Range of service level options enabling the right level of availability for hardware
  • Freedom for your internal IT specialists to concentrate on their core business
  • Selectable payment terms: front up once-only payment with Support Pack or regular installments with Service Contract
  • Flat fee pricing: well projectable, no hidden costs

Availability

Support Packs / Contract are available in major business areas with the following Service Level options:

  • 9×5, next business day onsite response
  • 9×5, 4 hours onsite response
  • 24×7, 4 hours onsite response

HDD Retention: Hard disk replacement without returning the old disk (Option)

In case faulty data media (hard disk drives, SSDs, UFM-Devices or SATA-DOMs) cannot be repaired and need to be replaced, the exchanged device usually has to be returned to the manufacturer. But what happens with the company-confidential data stored on the faulty device?
With the HDD retention option, the exchanged device remains the customer’s property. This ensures that company-confidential data won’t leave a company.

Benefits:

  • Security for confidential data
  • Full data control remains with the customer
  • Meets data protection and company guidelines
  • Civil liability risks are reduced

(2) Product Support Software

FTS offers support for branded software products that comprises the diagnosis of software incidents, the provision of workarounds and/or the right to receive error corrections, updates, upgrades and analysis, as applicable. Software support is provided remotely. The availability of error corrections, updates and upgrades as well as the right to receive them depends to the lifecycle policy of the respective licensor.

ServiceContract can, unless otherwise defined, be acquired at any time during the product lifecycle (applicable only if maintenance service contract is purchased) until 12 months before the end-of-service for that product.

Benefits:

  • Smooth IT operations right from the start
  • Freedom for your internal IT specialists to concentrate on their core business
  • Access to Error Corrections, Updates, Upgrades & Analysis
  • Flat fee pricing: well projectable, no hidden costs

(3) Startup Services Hardware

Get your new equipment professionally installed FTS Installation Pack provides you with on-site installation and configuration of server or storage systems and, as applicable, the related operating system software with documented handover to the customer. This ensures smooth IT operation right from the start.

Offering:

Benefits:

  • Seamless integration of new equipment in an existing infrastructure
  • Installation according to vendor recommendation ensures most reliable operations
  • Integration into the Remote Support Network (if applicable)

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Address

Forefront Total Solutions
7th Floor, Gedco Center
Youssef El Hayek Street,
Hayek Crossing, Sin El Fil
Beirut, Lebanon
Tel: (961 1) 497 790
CR # 3365275

Forefront Total Solutions