Onsite Service Program

VR Four Technology Co., Ltd. Onsite Service Programs extends the scope beyond the normal maintenance support received by any hardware vendors. Any customers who subscribed to this program can be ensure that they will have a dedicated support engineer response to their problem once in occur.

Support Programs Offering


Standard Support (5x8)

Premium Support (7x24)

Hardware Replacement Program

 

Minimum service term is 12 months


Standard Support (5x8)

This program, VR Four Technology provides direct support during regular business hours (Monday through Friday from 9:00 am to 6:00 pm) to customers who subscribe.

Standard Support features include*:


Comprehensive direct phone for Hardware(s)/System(s) problem diagnostic, to verify the failure and determination.

Provide advice and consultation to the customer on maintenance and/or repair and/or rectification to the implemented customer’s hardware/system under this contract, over the phone, via facsimile, or electronic mail as desired by the customer.

Maintenance and repair service on the implemented Hardware(s)/System(s) at implemented location upon customer’s request.

Onsite Diagnostic and review customer’s configuration back up (policies and etc) 1.

Testing, functional review.

Receive onsite preventive maintenance quarterly including firmware upgrade as per its availability

Up to 4 times of critical incidents per year

 

Customer could contact VR Four Technology Technical Support to report the incident and request for support at +66 (0) 2196 1951 or via email support@vrfour.com

VR Four Technology Technical Support then responds immediately to the incident after receiving customer‘s notification, and if customer requires any attention from VR Four Technology for problem/issue corrections, VR Four Technology shall send its staff to perform such corrections and remedy within the same day as the incident occurred except the request arrives after 3:00 pm, the technical support will attempt to attend the problem/issues in next business day (Monday through Friday from 9:00 am to 6:00 pm).

* Services are exclude reconfigure/ modification of hardware configuration; add on implementation and/or software trouble shooting.

1 Customer is responsible to prepare/ provide unit configuration back up.


Premium Support (7x24)

This program, VR Four Technology provides round the clock support to customers who subscribe.

Premium Support features include*:


Comprehensive direct phone for Hardware(s)/System(s) problem diagnostic, to verify the failure and determination.

Provide advice and consultation to the customer on maintenance and/or repair and/or rectification to the implemented customer’s hardware/system under this contract, over the phone, via facsimile, or electronic mail as desired by the customer.

Maintenance and repair service on the implemented Hardware(s)/System(s) at implemented location upon customer’s request.

Onsite Diagnostic and review customer’s configuration back up (policies and etc) 1.

Testing, functional review.

Receive onsite preventive maintenance quarterly including firmware upgrade as per its availability

Up to 6 times of critical incidents per year

Customer could contact VR Four Technology Technical Support to report the incident and request for support at +66 (0) 2196 1951 or Hot line number +66 (0)8 4448 6688 or via email support@vrfour.com

VR Four Technology Technical Support then response immediately to the incident after get notifies by customer, and if customer desires VR Four Technology to attend to its corrections, VR Four Technology shall send its staff to perform such corrections and remedy within four hours.

* Services are exclude reconfigure/ modification of hardware configuration; add on implementation and/or software troubleshooting.

1 Customer is responsible to prepare/ provide unit configuration back up as to be restore in to the replacing unit.



Hardware Replacement Program

VR Four Technology Co., Ltd. Hardware Replacement Programs is a Service that entitles the client to receive advance replacement of the hardware that purchased from VR Four Technology with same, similar or better model after determination and identification of product failure from VR Four Technology Technical Support

Hardware Replacement Programs

Standard Support

Standard support under hardware replacement program extends the scope beyond the normal maintenance support received by any hardware vendors. Any customers who subscribed to this program can be ensure that they will have a standby hardware for replacement once the unit is determined to be a hardware failure.
The customer can contact VR Four Technology Technical Support for assistance by calling +66 (0) 2196 1951.
After contacting VR Four Technology to diagnose a hardware issue, if the issue is determined to be a hardware failure, VR Four Technology will provide:


Available replacement unit at VR Four Technology office on the next business day after the hardware failure is determined.

Service Replace Order for an onsite technician to replace the defective unit within the next business day after the hardware failure is determined. (OPTIONAL: This option available for Onsite Service program only).

 

Premium Support

Premium support under hardware replacement program extends the scope beyond the normal maintenance support received by any hardware vendors, and the scope covered by the Standard support. Any customers who subscribed to this program can be ensure that they will have a standby hardware for replacement once the unit is determined to be a hardware failure.
The customer can contact VR Four Technology Technical Support for assistance by calling +66 (0) 2196 1951 during business hour and +66 (0)8 4448 6688 during non-business hour.
After contacting VR Four Technology to diagnose a hardware issue, if the issue is determined to be a hardware failure, VR Four Technology will provide:


Available replacement unit at VR Four Technology office within 4 hours after the hardware failure is determined.
Service Replace Order for an onsite technician to replace the defective unit within 4 hours after the hardware failure is determined. (OPTIONAL: This option available for Onsite Service program only).

FAQ

-Will the system slow down after deploying LogBox?
No.

-Can LogBox integrate with my existing SIEM Solution?
Yes. LogBox can do Log Forwarder to any SIEM Solution.

-What happen if LogBox doesn't support my devices/applications?
LogBox can do customization until support your devices/applications.

-What kinds of report LogBox can generate?
In addition to generating of basic traffic report, LogBox can generate indepth device report.

Phone: +66 (0) 2196 1951-3
Email: info@logbox.in.th