Distribution Central understands the critical nature of your customers’ IT infrastructure and we have developed a unique advanced replacement service to suit. The service covers your customers in the event that the hardware in their network fails. The service is delivered in one of two ways depending on the vendor product that is covered:
- We ship a replacement product to the end customer; or
- We ship a loan unit that the customer can use until their replacement unit arrives.
Either way, we collect the faulty unit and return it on behalf of the customer to the manufacturer at no extra cost.
Contract Approval
When you place an order with DC that includes a DC FireBlanket advance hardware replacement service, the Purchase Order is taken as approval of the DC FireBlanket contract. You are no longer required to approve an interim contract. Please check the contract to ensure all the details are correct and advise your DC Internal Sales Representative if any changes are required.
Response Levels
Our standard services are:
- Next Business Day Hardware Replacement (NBDHR)
- 8 Hours a day, Mon-Fri, 4 hour response Hardware Replacement (854HR)
- 24 hours a day, Sun-Sat, 4 hour response Hardware Replacement (2474HR)
In specially negotiated situations outside of our normal coverage area, we offer an onsite spare service where we locate the spare at either the end user or the reseller’s premises.
Coverage
Our current coverage for services are the metropolitan areas of the following cities:
|
City |
NBD |
8x5x4 |
24x7x4 |
|
Sydney |
ü |
ü |
ü |
|
Melbourne |
ü |
ü |
ü |
|
Brisbane |
ü |
ü |
ü |
|
Canberra |
ü* |
|
|
|
Perth |
ü* |
ü |
ü |
|
Adelaide |
ü* |
|
|
|
Auckland |
ü |
ü |
ü |
|
Wellington |
ü* |
|
|
|
Christchurch |
ü* |
|
|
* SLA is dependent on a third party courier
The complete Advanced Hardware Replacement service includes:
- delivery to site of replacement unit
- pick up of faulty unit either at delivery of above or at a later date
- logging on the vendor web site to change the old serial number to the new serial number
- repackaging for return freight
- RMA processing with vendor
- Return freight to vendor depot
DC FireBlanket Hotline
To activate a DC FireBlanket service, call 1300 663 972 in Australia and 0508 DC HELP (0508 324 357) in New Zealand and Distribution Central will arrange to ship either a pre-configured loan unit or a permanent replacement unit to the customer.